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Shrinkage

Shrinkage refers to the percentage of time for which agents are paid to work but are unavailable to take calls.

If a call center hires 100 people for one of its clients, you might assume there are 100 people answering phones. In reality, because of Shrinkage, there might only be 70 people actually on the phones at any given hour.

The Two Types of Shrinkage

To manage it, we split it into two buckets:
  1. External Shrinkage (Out of Office): The agent is not in the building.
    1. Sick days.
    2. Vacation / Paid Time Off (PTO).
    3. Public Holidays.
    4. Absenteeism (No Call, No Show).
  2. Internal Shrinkage (In Office, but not working): The agent is at work, but doing something else.
    1. Team Meetings or Coaching sessions (1-on-1).
    2. Training (Learning new updates).
    3. System issues (IT downtime).
    4. Bathroom breaks.
Let's do a quick example, imagining you are the Operations Manager of an account:

If you need 50 people on the phones to hit your service level (meaning, enough people answering interactions from customers), and your shrinkage is 30%, you actually need to schedule 72 people just to ensure 50 show up and stay on the phones.

Shrinkage is essentially "lost production." High shrinkage kills profitability.

To calculate the Shrinkage, we need to compare the hours lost to the total hours scheduled, using the following formula:

Shrinkage% = Total Hours Lost (Internal + External) ÷ Total Scheduled Hours) x 100.

Let's do another exercise, using the formula above and a new scenario:
  • Imagine you are a WFM manager planning for next week.
  • Total Scheduled Hours: You have scheduled your team for 1,000 hours of work.
  • Vacation: Agents have booked 100 hours of PTO (we'll learn about this in a further section).
  • Meetings/Breaks: You estimate 150 hours will be spent on lunches, breaks, and team meetings.
  • Absenteeism: You predict 50 hours will be lost to people calling in sick.
  • Total Lost Hours: 100 + 150 + 50 = 300  Hours.
  • Shrinkage% = (300 ÷ 1000) x 100 = 30%
  • This means for every 10 hours you pay for, you only get 7 hours of actual work.



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