{"id":22678,"date":"2025-08-26T04:00:19","date_gmt":"2025-08-26T04:00:19","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=22678"},"modified":"2026-04-13T07:22:14","modified_gmt":"2026-04-13T07:22:14","slug":"what-is-call-center-shrinkage","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/what-is-call-center-shrinkage\/","title":{"rendered":"What is Call Center Shrinkage and How to Manage It?"},"content":{"rendered":"<p><span data-contrast=\"auto\">The success of the <a href=\"https:\/\/www.acefone.com\/solutions\/cloud-contact-center\/\">call center software<\/a> industry depends on agents being available to handle calls promptly.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Since an agent can assist only one customer at a time, understaffing leads to longer hold times or missed calls. This results in frustrated and dissatisfied customers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Even with accurate scheduling based on call volume, not all agents may be available when needed. That\u2019s why it\u2019s essential to monitor and manage shrinkage effectively.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Let\u2019s understand more about contact center shrinkage.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">What is Call Center Shrinkage?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">It refers to the portion of an agent\u2019s paid time when they are not actively handling customer calls. It measures the difference between total paid hours, and the actual time spent on direct customer support. This includes time spent on breaks, training, meetings, paid leave, or when agents face technical difficulties.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\"> Monitoring shrinkage in call center is essential for effective <a href=\"https:\/\/www.acefone.com\/blog\/call-center-management\/\">call center management<\/a>, helping maintain optimal staffing, reduce wait times, and improve customer satisfaction<\/span><\/p>\n<p><span data-contrast=\"auto\">There are two main types of shrinkage in call center:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Planned shrinkage:<\/span><\/b><span data-contrast=\"auto\"> This includes scheduled and work-related activities like training sessions, team meetings, breaks, and approved amount of time off. These are accounted for in workforce planning.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Unplanned shrinkage:<\/span><\/b><span data-contrast=\"auto\"> This occurs when agents are unavailable without prior notice due to factors like unexpected absences, sick days, or technical issues.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Monitoring shrinkage in call center is essential for effective call center management. Excessive shrinkage in call center can lead to staffing shortages during busy periods, increased wait times, and poor customer service. However, when managed properly, shrinkage helps balance workloads, prevent agent burnout, and maintain consistent service quality and customer satisfaction.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<table class=\"table table-acefone\" style=\"font-weight: 500;\" data-tablestyle=\"MsoTableGrid\" data-tablelook=\"1696\" aria-rowcount=\"9\">\n<tbody>\n<tr aria-rowindex=\"1\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Aspect<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Planned Shrinkage<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Unplanned Shrinkage<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<tr aria-rowindex=\"2\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Definition<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Scheduled non-call work time for agents<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Unexpected agent unavailability during working hours<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<tr aria-rowindex=\"3\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Examples<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Breaks, training sessions, team meetings, scheduled PTO<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Sick calls, unscheduled absences, system outages<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<tr aria-rowindex=\"4\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Predictability<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">High \u2013 incorporated into workforce planning<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Low \u2013 disrupts staffing and call handling unexpectedly<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<tr aria-rowindex=\"5\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Management<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Optimized through shift planning, staggered breaks, cross-trained agents<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Managed with real-time adherence tracking, on-demand staffing, and alerts<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<tr aria-rowindex=\"6\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Impact on Operations<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Planned and absorbed into call volume forecasting; minimal effect on service levels<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Leads to understaffing, increased hold times, and potential SLA breaches<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><span data-contrast=\"none\">How to Measure Call Center Shrinkage Rate?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"none\">While calculating shrinkage in call center the managers must consider both external and internal sources. Likewise, they must focus on both in-center and out-of-center components while implementing a plan to reduce contact center shrinkage. The percentage is normally expressed over a period of 12 months and calculated using the following formula.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-24326 size-full\" src=\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/08\/Blogs-Images-36.png\" alt=\"how to calculate call center shrinkage\" width=\"800\" height=\"100\" srcset=\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/08\/Blogs-Images-36.png 800w, https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/08\/Blogs-Images-36-300x38.png 300w, https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/08\/Blogs-Images-36-150x19.png 150w, https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/08\/Blogs-Images-36-768x96.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<p><span data-contrast=\"none\">The manager cannot calculate contact center shrinkage without collecting information about shrinkage amount per agent over a period of 12 months. The average shrinkage rate for call center industry ranges from 30% to 35%.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">The manager needs to explore ways to reduce contact center shrinkage if the shrinkage percentage exceeds 35%. However, they must remember that the shrinkage rate keeps changing across the day or year. Hence, they need to measure and monitor on a regular basis.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">How Does High Call Center Shrinkage Rate Impact Call Center Efficiency?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"none\">The managers use call center shrinkage rate as a key metric for evaluating the efficiency and performance of the call center. They cannot boost <\/span><a href=\"https:\/\/www.acefone.com\/blog\/top-call-center-metrics\/\">Call Center Metrics<\/a> <span data-contrast=\"none\">performance and deliver superior customer service without reducing high shrinkage rate.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">The shrinkage rate also helps managers to decide the number of staff agents required to handle specific incoming call volumes and meet predefined service goals. Hence, it becomes essential for managers to monitor and track call center shrinkage on a regular basis.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">How to Minimize and Manage Shrinkage in a Call Center?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"none\">The managers cannot boost call center productivity and efficiency without reducing the shrinkage rate. They must keep in place a robust strategy to reduce shrinkage rate on a regular basis. The strategy must focus on implementing some of the commonly used best practices for reducing contact center shrinkage.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><strong>1. Measure Shrinkage Rate Continuously<\/strong><\/h3>\n<p><span data-contrast=\"none\">No manager can boost call center performance without measuring and monitoring shrinkage rate regularly. The new age <\/span><a href=\"https:\/\/www.acefone.com\/solutions\/outbound-call-center-software\/\"><span data-contrast=\"none\">outbound contact center solutions<\/span><\/a><span data-contrast=\"none\"> enable managers to measure call volume, service level and average call handling time. They even make it easier for managers to monitor fluctuations in call center shrinkage and identify the factors increasing them.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">2. Track and Improve Schedule Adherence<\/span><\/h3>\n<p><span data-contrast=\"none\">Cloud-based contact center solutions enable managers to monitor and assess agent productivity based on real-time data. The managers can use the dashboard provided by the cloud-hosted <a href=\"https:\/\/www.acefone.com\/solutions\/cloud-contact-center\/\">call center solutions<\/a> to check schedule adherence by generating reports. The managers can easily reduce shrinkage in the call center by generating reports and sharing the reports with agents on a regular basis.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Recommended Read \u2013 <\/span><a href=\"https:\/\/www.acefone.com\/blog\/what-is-a-call-center\/#:~:text=with%20revenue%20goals.-,Types%20of%20Call%20Centers,-%3A%20Finding%20Your%20Best\"><span data-contrast=\"none\">Types Of Call Center<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">3. Keep in Mind Unproductive Time<\/span><\/h3>\n<p><span data-contrast=\"none\">As noted earlier, the shrinkage can be caused due to both internal and external components. The managers can reduce shrinkage rate by keeping in mind some of the components while forecasting or planning schedules. For instance, while planning call center schedules the managers must consider important components like breaks, meetings, training, coaching and after call work time.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Read our blog \u201c<\/span><a href=\"https:\/\/www.acefone.com\/blog\/what-is-an-inbound-call-center\/\"><span data-contrast=\"none\">What is an Inbound Call Center<\/span><\/a><span data-contrast=\"none\">?\u201d here.<\/span><\/p>\n<h3>4. Monitor and Address Absenteeism<\/h3>\n<p><span data-contrast=\"none\">Absenteeism is one the controllable components of call center shrinkage. The managers can easily identify the agents who remain absence frequently. They must identify the root causes of the frequent or habitual absences.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">The managers also need to discuss with the agents to determine the measures required to minimize absenteeism. They can even implement a strategy to boost agent productivity by reducing absenteeism.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">5. Keep Agents Competitive<\/span><\/h3>\n<p><span data-contrast=\"none\">The managers can easily reduce shrinkage in the <\/span><a href=\"https:\/\/www.acefone.com\/blog\/hosted-contact-center\/\">Hosted Contact Center<\/a> <span data-contrast=\"none\">by keeping agents competitive. In addition to providing coaching and assistance to agents, they need to reward the agents with minimum hours of shrinkage.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">The incentive program will motivate agents to explore ways to reduce hours of shrinkage. However, the manager must remember that certain causes of call center shrinkage cannot be controlled or eliminated.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<section class=\"ace-sec ace-blog-detail-cta-sec ace-cta-sec\">\r\n                        <div class=\"ace-cta-elem\">\r\n                            <div class=\"ace-cta-cont\">\r\n                                <div class=\"ace-head fw-400 txt-wht\">Are You Struggling with Call Center Shrinkage?<\/div>\r\n                                \r\n                                <div class=\"ace-blog-link ace-btn-group\">\r\n                                    <button type=\"button\" class=\"ace-btn-white-outline-alt\" onclick=\"openPopupForm();\">\r\n                                        <span class=\"ace-btn-inner-text\">Reduce Shrinkage Now<\/span>\r\n                                        <span class=\"ace-btn-inner-icon\">\r\n                                            <img decoding=\"async\" src=\"{%basePath%}\/assets\/img\/acefone\/icons\/btn-arrow.svg\" alt=\"arrow icon\" class=\"img-fluid\">\r\n                                        <\/span>\r\n                                    <\/button>\r\n                                <\/div>\r\n                            <\/div>\r\n                        <\/div>\r\n                    <\/section>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">Make Shrinkage Management an Ongoing Process<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"none\">As mentioned earlier, shrinkage in a call center changes from time to time. The decision-makers need to measure, review, and minimize the shrinkage rate on a regular basis. The managers must make shrinkage management a continuing process by creating a shrinkage forecast for a month and comparing the forecast with actual results. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">Call Center Shrinkage <\/span><span data-contrast=\"auto\">FAQs:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-teams=\"true\"><div class=\"accordion ace-faqs\" id=\"aceFaqToggs\">\r\n                        <\/span><\/p>\n<p><b><span data-contrast=\"auto\"><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead4964\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ4964\" aria-expanded=\"false\" aria-controls=\"aceFAQ4964\">\r\n                              What is the average shrinkage of a call center?\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ4964\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead4964\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\">\u00a0<\/span><\/b><\/p>\n<p><span data-contrast=\"auto\">The average shrinkage rate in call centers typically falls between 30% and 35%, a widely accepted benchmark across the industry, measured over a 12-month period. This figure covers time when agents are on paid duty but not handling calls, due to factors like breaks, meetings, training, and absenteeism.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p><b><span data-contrast=\"auto\"><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead8382\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ8382\" aria-expanded=\"false\" aria-controls=\"aceFAQ8382\">\r\n                              What is the 80\/20 rule in call center?\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ8382\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead8382\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\">\u00a0<\/span><\/b><\/p>\n<p><span data-contrast=\"auto\">The 80\/20 rule, or <a href=\"https:\/\/en.wikipedia.org\/wiki\/Pareto_principle\" target=\"_blank\" rel=\"nofollow noreferrer noopener\">Pareto Principle<\/a>, states that roughly 80% of outcomes come from 20% of causes. In call center parlance, it often means that 20% of customers generate 80% of support requests\u2014a key insight for prioritizing high-impact segments.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p><b><span data-contrast=\"auto\"> <div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead1942\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ1942\" aria-expanded=\"false\" aria-controls=\"aceFAQ1942\">\r\n                              What is the difference between shrinkage and utilization in call centers?\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ1942\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead1942\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\">\u00a0<\/span><\/b><\/p>\n<p><span data-contrast=\"auto\">Shrinkage refers to the percentage of paid time when agents are not available to take customer calls, due to breaks, training, or absenteeism. Utilization measures the time agents are actually productive, handling calls, divided by paid hours. They are inversely related: Shrinkage + Utilization = 100%. For example, 30% shrinkage equates to 70% utilization.<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p><b><span data-contrast=\"auto\"> <div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead5092\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ5092\" aria-expanded=\"false\" aria-controls=\"aceFAQ5092\">\r\n                              Does shrinkage vary depending on call center size?\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ5092\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead5092\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\">\u00a0<\/span><\/b><\/p>\n<p><span data-contrast=\"auto\">Yes, shrinkage can differ based on the size of the call center. Larger centers typically face more complex shrinkage patterns because of a wider range of activities and a greater number of agents to manage.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p><b><span data-contrast=\"auto\"> <div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead8953\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ8953\" aria-expanded=\"false\" aria-controls=\"aceFAQ8953\">\r\n                              In what ways can AI technology assist in reducing call center shrinkage?\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ8953\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead8953\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\">\u00a0<\/span><\/b><\/p>\n<p><span data-contrast=\"auto\">AI helps reduce call center shrinkage by accurately forecasting call volumes, streamlining agent scheduling, tracking real-time adherence, and delivering actionable insights for proactive staffing and operational adjustments.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p><span data-ccp-props=\"{}\">\r\n                    <\/div><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The success of the call center software industry depends on agents being available to handle calls promptly.\u00a0 Since an agent can assist only one customer at a time, understaffing leads to longer hold times or missed calls. This results in frustrated and dissatisfied customers.\u00a0 Even with accurate scheduling based on call volume, not all agents [&hellip;]<\/p>\n","protected":false},"author":37,"featured_media":26376,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[185],"tags":[],"class_list":{"0":"post-22678","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-contact-center"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is Call Center Shrinkage &amp; How to Measure It?<\/title>\n<meta name=\"description\" content=\"A Call center shrinkage explained in simple terms. 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