Call Center Shrink Rate Due to Absences
Definition: The amount of time (in hours) that Call Center representatives spend off the phone and unavailable to accept calls as a result of absences divided by the amount of time scheduled for work over the same period of time, as a percentage. Absences include scheduled absences (standard vacation), unscheduled absences (sick days, personal days, etc.), partial shift absences (tardiness, extended breaks, etc.) and non-approved absences.
Calculation: (Amount of Time Unavailable to Answer Calls due to Absences/Total Scheduled Work Time) * 100
Leading Indicator: This KPI Definition measures activities which drive a company's high-level results such as revenue.