What is the Difference Between Absenteeism and Shrinkage? Related Articles How to Calculate Absenteeism - including the Formula What is Call Centre Shrinkage and How to Calculate It? What Is Call Centre Shrinkage and How to Reduce It An Action Plan for Dealing With Absenteeism © Olivier Le Moal - Adobe Stock - 301437491 2,683 Filed under - Forum, Absenteeism, Shrinkage What is the Difference Between Absenteeism and Shrinkage? Question asked by Nishank Shrinkage is A Percentage Shrinkage is a percentage measure of anything that takes an agent away from their ability to take customer contacts, so it includes scheduled things like break time, holidays and team meetings as well as the unscheduled things. Absenteeism is also a percentage measure, but only of the unscheduled things, including sick leave, lateness and family emergencies. To find out how to measure both metrics separately, check out the two articles below: How to Calculate Contact Centre Shrinkage How to Calculate Absenteeism With thanks to charlie.mitchell Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 14th Apr 2022 Read more about - Forum, Absenteeism, Shrinkage Recommended Articles How to Calculate Absenteeism - including the Formula What is Call Centre Shrinkage and How to Calculate It? What Is Call Centre Shrinkage and How to Reduce It An Action Plan for Dealing With Absenteeism Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter