Shrinkage

What is Shrinkage

Shrinkage is the percentage of paid time that agents are unavailable to handle customer interactions. It includes all planned and unplanned activities that take agents away from their primary duties, such as breaks, meetings, training, and absenteeism. Accurately accounting for shrinkage is essential for creating effective staffing schedules. Workforce management systems use shrinkage data to calculate the total number of staff required to meet service level goals.