What is Call Centre Shrinkage?

Call centre shrinkage is a key workforce management metric that reveals how much scheduled agent time is unavailable for taking calls or handling customer enquiries.
Shrinkage includes both planned activities (such as training sessions, meetings, or breaks) and unplanned absences (such as sick leave or lateness).

The formula for calculating shrinkage is typically:
(Total time unavailable ÷ Total time scheduled) × 100

For example, if an agent is scheduled for 8 hours but spends 2 hours in meetings, training, or unavailable for calls, their shrinkage rate is 25%.

In contact centre operations, shrinkage directly impacts staffing and service levels.
High shrinkage means fewer agents are available to answer calls, which can lead to longer wait times, missed service level targets, and reduced customer satisfaction.
To manage this, contact centre leaders use workforce management (WFM) tools to forecast shrinkage accurately and schedule extra coverage where needed.

Shrinkage can be categorised as:

Planned shrinkage: breaks, meetings, training, coaching, and annual leave.
Unplanned shrinkage: absences, lateness, system outages, or unexpected downtime.

Understanding and managing shrinkage is crucial to balancing agent well-being with operational efficiency.
While some level of shrinkage is inevitable, consistent monitoring helps maintain optimal staffing levels and service quality.

Why Call Centre Shrinkage Matters

Call centre shrinkage provides insight into how effectively staffing resources are being used.
By controlling shrinkage, managers can improve forecasting accuracy, meet service level goals, and maintain smooth, efficient operations without overstaffing.

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