Shrinkage

Shrinkage is the share of paid agent time that is not available for handling customer contacts. It covers planned time such as training, meetings, and breaks, plus unplanned time such as sick leave and unexpected absence.

Why Shrinkage Matters

Staffing models built on raw headcount always under-deliver because nobody is contact-ready for every scheduled minute. Shrinkage is the correction factor that turns a forecast of required hours into a realistic roster.

How to Calculate

(Non-productive scheduled hours / Total scheduled hours) × 100

In TicketBoard

TicketBoard helps you track shrinkage and related metrics from your Zendesk data. Connect your account for instant visibility.