Call Center Shrinkage

Benchmarking Report

Call Center Shrinkage

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Call Center Shrinkage - a critical call center workforce management KPI. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.

What is Call Center Shrinkage?

The amount of time (in hours) that Call Center representatives spend off the phone and unavailable to accept calls (includes breaks, vacations, meetings, etc.) divided by the amount of time scheduled for work over the same period of time, as a percentage.

Why should Call Center Shrinkage be measured?

This KPI measures the portion of time that call center representatives are not performing scheduled work activities. A high value can indicate poor workforce planning, inefficient operating procedures, management's inability to monitor how effectively employees are using their time or reduction in profits if the company is paying employees who aren't working or earning their wages. A high shrink rate can be a sign of poor employee motivation, which is detrimental to co-worker morale and the organizational culture as a whole.

Download a Sample Call Center Shrinkage

Frequently Asked Questions

Q: How do you collect and validate your data?

A: From real-world consulting engagements with Fortune 500 leaders. We’ve spent 25 years conducting original research and anonymizing data from our engagements with top companies around the world. Every single data point we collect is scrutinized by our analysts to conform to established baselines and our rigorous in-house validation process. We won’t serve it up to you unless it meets our tough standards for utility and value.

Q: How much information will my Benchmarking Report contain?

A: Enough to produce a useful benchmark. And rest assured that it’s all current, validated, and useful. We only include data that’s been collected in the last five years. And while sample sizes vary by KPI, the average is 25, and the high end can surpass 1,000.

Q: How often do you update your reports?

A: Every year. We’re constantly gathering, scouring, and processing new data. We update our reports based on trends our analysts detect in the data, as well as the demand from our consulting clients and customers like you.

Q: Your download-able reports look great. But I need something custom. Can you help?

A: Heck yes. Our crack research teams just love custom assignments, and would be delighted to perform targeted research tailored to your specific requirements. Find out just how fast and affordable this is: Email us ( or call us at 866.650.2888 and one of our friendly professionals will be happy to answer all your questions.

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