Enter the total scheduled hours and the total shrinkage hours into the calculator to determine the call center shrinkage percentage.
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Call Center Shrinkage Formula
The following formula is used to calculate the call center shrinkage percentage.
S = (Total Shrinkage Hours / Total Scheduled Hours) * 100
Variables:
- Total Scheduled Hours are the hours agents are scheduled to work.
- Total Shrinkage Hours are the hours agents are not available to handle calls due to breaks, training, meetings, etc.
- Shrinkage Percentage is the percentage of scheduled hours that are not used for handling calls.
To calculate the call center shrinkage percentage, divide the total shrinkage hours by the total scheduled hours and multiply by 100 to get the percentage.
What is Call Center Shrinkage?
Call center shrinkage is the percentage of time that agents are not available to handle calls during their scheduled hours. This includes time spent on breaks, training, meetings, absenteeism, and other activities that do not involve handling calls. Understanding shrinkage is crucial for workforce management, as it helps in scheduling the right number of agents to meet call demand.
How to Calculate Call Center Shrinkage?
The following steps outline how to calculate the Call Center Shrinkage.
- First, determine the total scheduled hours for the agents.
- Next, determine the total shrinkage hours.
- Use the formula from above to calculate the shrinkage percentage.
- Finally, calculate the Call Center Shrinkage Percentage.
- After inserting the variables and calculating the result, check your answer with the calculator above.
Example Problem :
Use the following variables as an example problem to test your knowledge.
Total Scheduled Hours = 500 hours
Total Shrinkage Hours = 75 hours
