Shrinkage Calculation in BPO | Call Center

Shrinkage is a workforce management metric that refers to time in which agents are being paid but are not available to handle interactions.
There is planned shrinkage, like agents being scheduled for staff meetings and trainings, and there is unplanned shrinkage,
like an agent calling out sick or on vacation.

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[sunilsingh-nreo]

Formula is correct except unplanned leaves as correct is
No. Of advisors absent/total head count
But in this video it's divided by rostered count which is incorrect

Suppose an example:-
Headcount 10
Woff 9
Rostered 1
Unplanned 1
Planned shrinkage 9/10=90%
Unplanned 1/1= 100%
Total shrinkage=190% but shrinkage cannot exceed 100%
So correct is
Unplanned 1/10=10%
Total shrinkage= 90%+10%=100%
As 9 on woff & 1 absent means no one is present 100% shrinkage

Hope it's now clear to all.
Thanks in advance 😀

[suryaprakashsingh]

Total shrinkage me thoda sa doubt ha sir. Baki bahut achcha samjhaya sir thankyou sir

[celebrityssarees]

Mujhe lga sahi bta rahe ho but end me aate aate sab kachra kar dia aapne.

Aapne planned and unplanned me jisse divide kia dono alag chij hai.

To aap last me dono ko add kr k total kese bata dia.

It's basic maths right?
Jab bhi aap total percentage nikalte ho 2 calculations ka dono calculations me denominator same hi hona chahiye.

Please fix this.

[shlokkundara]

if we calculate unplanned shrinkage like 2/30*100 is it correct or wrong?

[amrithack]

Hi Brother, How we will include the Half day leave in this?

[themixedbag]

what about break, early logout, late login, unavailable aux and half day? are these all shrinkage? if yes, how to calculate these?

[saifkhan-ceif]

Very nice video, please make excel for Team leaders,

[booknow]

Please make forecasting ralated video

[maheshkm]

Sir i have a ques pls ans to it

We have total 6 people in a team
Feb month we have 6planned leaves each one planned leave. Every week we all get fixed week off

So what is the total shrinkage?


2.we are 6 in a team

We have 4 planned
We have 2 unplanned
Same 2 days fixed week off in every week

Now what is the shrinkage

[brijeshchauhan]

Bhai bahut achhe tarike se samjhaye aap bus ek kami rah gayi ager side mai marula likhe hote to maja aajata

[baldnutz]

Incorrect, so shrinkage is not calculated like this instead we calculate the hours so the formula is total hours of external shrinkage + total hours of internal shrinkage / total hours available X 100

[myshorts]

Bhai seedha seedha Shrinkage ka definition batao

[formula]

Planned main divide total number of employees kyun kiya?

[MahenChakma]

What about HD, ph co..totally wrong calculation

[sahilrajora]

Sab kuch galat bataya bhai... Tumhari vajah se bht log reject hone wale hai...
Week off is not part of planned shrinkage and you should not plus 2 percentages.
Needs to be calculated from all number
( planned + unplanned) / Schedule headcount

[RahulGandhiClub]

Sir I am still waiting for your revert. Please revert.

[vineeshvijayan-sv]

dont some any % it will not give accurate numbers

[tapandalwadi]

Total shrinkage is wrong

It should be strength)

You added two different calculation. So 26% is the actual total shrinkage.