To calculate shrinkage, divide the total number of hours spent on non-productive activities (like breaks, training, or absenteeism) by the total number of hours agents are scheduled to work. Multiply the result by 100 to get the shrinkage percentage.
The Call Center Shrinkage Calculator helps assess the amount of time lost due to non-productive activities, such as breaks, meetings, training, or absenteeism. Shrinkage is an important factor for managing staffing and improving call center efficiency.
Formula:
The formula for calculating shrinkage is:
S = (Total Shrinkage Hours / Total Scheduled Hours) * 100
Where:
- S is the shrinkage percentage,
- Total Shrinkage Hours is the total time spent on non-productive activities,
- Total Scheduled Hours is the total time agents are scheduled to work.
How to Calculate ?
- Track the Total Shrinkage Hours (non-productive activities).
- Record the Total Scheduled Hours (working hours scheduled for agents).
- Divide the shrinkage hours by the scheduled hours and multiply by 100 to calculate the shrinkage percentage.
Example 1:
| Calculation | Instructions |
|---|---|
| Given: Total Shrinkage Hours = 50, Total Scheduled Hours = 400 | Track shrinkage and scheduled hours. |
| S = (50 / 400) * 100 | Divide shrinkage hours by scheduled hours and multiply by 100. |
| S = 12.5% | Shrinkage percentage is 12.5%. |
Answer: The shrinkage percentage is 12.5%.
Example 2:
| Calculation | Instructions |
|---|---|
| Given: Total Shrinkage Hours = 30, Total Scheduled Hours = 300 | Track shrinkage and scheduled hours. |
| S = (30 / 300) * 100 | Divide shrinkage hours by scheduled hours and multiply by 100. |
| S = 10% | Shrinkage percentage is 10%. |
Answer: The shrinkage percentage is 10%.
What is Call Center Shrinkage ?
A Call Center Shrinkage Calculator is an essential tool for understanding how much of your workforce’s available time is being lost due to various factors, such as breaks, training, and absenteeism. Shrinkage is a critical metric that helps managers ensure they have the right number of agents available to meet customer demand.
To calculate shrinkage, you need to know the total hours your agents are scheduled to work and the hours that are lost due to non-productive time. Non-productive time can include things like scheduled breaks, meetings, or unexpected absences.
This calculation will give you the percentage of time that is not being utilized for taking calls or providing service. For instance, if your call center has 100 scheduled hours and 15 of those hours are lost, your shrinkage rate would be 15%.
Understanding how to measure productivity in a call center is crucial. Alongside shrinkage, metrics like agent productivity, average handling time (AHT), and service level agreements (SLA) provide a comprehensive view of performance.
Using a Call Center Productivity Calculator in conjunction with the shrinkage calculator can help managers forecast staffing needs more accurately. For example, if shrinkage is high, it may indicate that more agents are needed to handle the expected volume of calls efficiently.
Final Words:
Overall, the Call Center Shrinkage Calculator is a vital resource for optimizing operations and ensuring that your call center runs smoothly while meeting customer expectations. By managing shrinkage effectively, you can improve service levels and enhance overall business performance.
