Thank you! You're subscribed!
Oops! Something went wrong while submitting the form.
Shrinkage
The reduction in productivity associated with managing a real-life workforce instead of theoretical FTEs. This number accounts for breaks, trainings, meetings, vacation time and absences.
35% shrinkage is an industry standard. This means that if you calculate a queue needs 10 FTE, 35% shrinkage would increase your expectation to 13.5 agents.