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Understanding Shrinkage and Calculation

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What is Shrinkage and how to calculate it in a BPO industry? Shrinkage can be defined as the time for which people are paid but not available to handle calls or perform their task.  In a broader way, we can say that shrinkage is every activity that keeps an agent off the phone for a certain time or day(s). This would include his/her leaves & holidays entitlement, offline activities (training, meeting, coaching etc.), breaks, outbound calling (if any). There are two types of shrinkage in BPO – Planned Shrinkage Unplanned Shrinkage

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