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As per me Shrinkage in Call Center means that % of agents who are not utilised on a particular day.
Shrinkage=Week off + leave + absentism on the floor.
In other words we can say the % of agents not present as effective agent on the floor.
If Week off + Leave + absentism on the floor is 20 out of 100 agents then the shrinkage % will be 20%.
In the organisation, where i have worked, shrinkage of 19% to 21% was allowed for a team.
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(schedule+unschedule)/total roaster
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