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Glossary

What is call center shrinkage?

Call center shrinkage is the amount of time call center agents are not available on process floors to take calls. It could be due to multiple factors like absenteeism, sick leave, regular breaks, lunch, public holidays training amongst others. Call center shrinkage is an important element for the success of a call center. Every call center needs to have a certain minimum number of agents available at all times to ensure the efficient functioning of their processes. If there is are absentees then the process could get hampered and unable to deliver the required SLAs. As such, call center companies need to factor in call center shrinkages and hire accordingly.

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