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12th April 2022
Question asked by Nishank
Shrinkage is a percentage measure of anything that takes an agent away from their ability to take customer contacts, so it includes scheduled things like break time, holidays and team meetings as well as the unscheduled things.
Absenteeism is also a percentage measure, but only of the unscheduled things, including sick leave, lateness and family emergencies.
To find out how to measure both metrics separately, check out the two articles below:
How to Calculate Contact Centre Shrinkage
With thanks to charlie.mitchell
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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