The Average Rate of Contact Centre Shrinkage is around 30%

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Written by Jo Robinson

During our webinar “Creative Scheduling Strategies” our audience were asked “What is your rate of shrinkage?”

Poll answers
24%; Under 20%
38%; 21- 30%
29%; 30 – 49%
3%; 50% +
6%; What is shrinkage?

Source: Call Centre Helper website webinar poll Sample size – 113 Date: September 2013

We have a Erlang Calculator – including Shrinkage you might want to try

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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The Average Rate of Contact Centre Shrinkage is around 30%

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