Shrinkage calculator
Calculate your shrinkage rate, meaning the non-productive time of your agents (breaks, training, meetings, admin). Essential for realistic staffing plans.
Your data
For a typical agent day:
Enter your numbers and click Calculate.
What is shrinkage?
Shrinkage is the gap between paid time and the time an agent is actually productive. It includes everything that is not contact handling: breaks, meetings, training, admin and system issues.
The formula: Shrinkage = (Non-productive time / Paid time) x 100
A 30% shrinkage means an agent paid for 7 hours a day only handles contacts for 4.9 hours. Ignoring shrinkage in staffing is the most common customer service mistake: you understate your needs by 30%.
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