Shiftmate
Call center shrinkage calculator
Find the shrinkage rate and planned agent need from break, training, meeting, leave and absence periods.
Prepared by:Shiftmate Product and Operations Team · Son kontrol:
Step by step usage
Enter actual period data
Replace the sample values with your own business's data for the same date range and the same unit of measure.
Read the result and assumptions together
Break, training, meeting and absence minutes are separated from the total paid time. The number of people that need to be planned is found by dividing the active agent need by the available rate. Examine the result not just as a single number but for its sensitivity to change in inputs.
Save the scenario and measure again
Once you make a decision, write down the input and the date. Monitor internal office and external office losses separately. Do not write the same durations in two categories. Update the rate by period and team.
What does this tool calculate?
Find the shrinkage rate and planned agent need from break, training, meeting, leave and absence periods.
formula
Shrinkage = non-productive paid time / total paid time; planned staff = active need / (1 - shrinkage)
Calculation method
Break, training, meeting and absence minutes are separated from the total paid time. The number of people that need to be planned is found by dividing the active agent need by the available rate.
Worked example
Paid time: 480 min. Non-productive time: 120 min. Active requirement: 20 agents. Result: Shrinkage is 25%, available rate is 75% and planned need is 20 / 0.75 = 27 agents.
How should the result be interpreted?
Monitor internal office and external office losses separately. Do not write the same durations in two categories. Update rate by period and team
Common usage mistakes
Simply adding the shrinkage rate to the active requirement. Writing the break in both shrinkage and AHT. Using the annual average as a constant every day
Limits of the model
Simple ratio does not model time dispersion and simultaneous losses; Include actual break and meeting times separately in the interval plan.
Is your data safe?
Calculation and file analysis runs in your browser. The operation files you upload are not sent to a server by this tool.
Relevant official and technical resources
Frequently asked questions
Are shrinkage and occupancy the same?
No. Shrinkage indicates the share where the planned staff is inactive, occupancy indicates the share where the active staff is filled with contact work.
Is it enough to add 5 people to 20 people for 25 percent shrinkage?
No. If 20 active people are required, 20 / 0.75 = 26.67, so at least 27 people are planned.