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Features & Demo

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Free Call Center Shrinkage Calculator

Use this free call center shrinkage calculator to measure agent availability, forecast staffing needs, and improve workforce management accuracy.

Call Center Shrinkage Calculator

Custom shrinkage itemsAuto-saves your inputsNo spreadsheets needed

A) Calculate Shrinkage % (per agent, per week)

Paid hours per agent / week
Most teams use 40, but adjust if different.
Item
Min/Wk
Unplanned Absenteeism (%)
E.g., 3%–8% is common; adjust for your team.
Planned Loss (of paid time)
12.5%
Total Shrinkage (planned + unplanned)
17.5%
Tip: Add your own buckets (e.g., Team Huddle, System Warmup, Supervisor Coverage). Shrinkage reflects all paid time not available for handling contacts.

B) Apply Shrinkage to FTE

Use Shrinkage From Section A or Enter Manually (%)
Leave blank to use the calculated value above.
Productive / Base FTE
FTE needed on the floor (without shrinkage).
Scheduled FTE Needed
21.82
Have Scheduled FTE
Back-solve to see productive FTE delivered.
Productive FTE Delivered
—
Want this embedded in your full staffing plan (voice + email + SMS) with schedules? Try Spark Queue — built for lean contact centers.

Call Center Shrinkage Calculator

Custom shrinkage itemsAuto-saves your inputsNo spreadsheets needed

A) Calculate Shrinkage % (per agent, per week)

Paid hours per agent / week
Most teams use 40, but adjust if different.
Item
Min/Wk
Unplanned Absenteeism (%)
E.g., 3%–8% is common; adjust for your team.
Planned Loss (of paid time)
12.5%
Total Shrinkage (planned + unplanned)
17.5%
Tip: Add your own buckets (e.g., Team Huddle, System Warmup, Supervisor Coverage). Shrinkage reflects all paid time not available for handling contacts.

B) Apply Shrinkage to FTE

Use Shrinkage From Section A or Enter Manually (%)
Leave blank to use the calculated value above.
Productive / Base FTE
FTE needed on the floor (without shrinkage).
Scheduled FTE Needed
21.82
Have Scheduled FTE
Back-solve to see productive FTE delivered.
Productive FTE Delivered
—
Want this embedded in your full staffing plan (voice + email + SMS) with schedules? Try Spark Queue — built for lean contact centers.

Call Center Shrinkage Calculator

Custom shrinkage itemsAuto-saves your inputsNo spreadsheets needed

A) Calculate Shrinkage % (per agent, per week)

Paid hours per agent / week
Most teams use 40, but adjust if different.
Item
Min/Wk
Unplanned Absenteeism (%)
E.g., 3%–8% is common; adjust for your team.
Planned Loss (of paid time)
12.5%
Total Shrinkage (planned + unplanned)
17.5%
Tip: Add your own buckets (e.g., Team Huddle, System Warmup, Supervisor Coverage). Shrinkage reflects all paid time not available for handling contacts.

B) Apply Shrinkage to FTE

Use Shrinkage From Section A or Enter Manually (%)
Leave blank to use the calculated value above.
Productive / Base FTE
FTE needed on the floor (without shrinkage).
Scheduled FTE Needed
21.82
Have Scheduled FTE
Back-solve to see productive FTE delivered.
Productive FTE Delivered
—
Want this embedded in your full staffing plan (voice + email + SMS) with schedules? Try Spark Queue — built for lean contact centers.

Call Center Shrinkage Calculator

Custom shrinkage itemsAuto-saves your inputsNo spreadsheets needed

A) Calculate Shrinkage % (per agent, per week)

Paid hours per agent / week
Most teams use 40, but adjust if different.
Item
Min/Wk
Unplanned Absenteeism (%)
E.g., 3%–8% is common; adjust for your team.
Planned Loss (of paid time)
12.5%
Total Shrinkage (planned + unplanned)
17.5%
Tip: Add your own buckets (e.g., Team Huddle, System Warmup, Supervisor Coverage). Shrinkage reflects all paid time not available for handling contacts.

B) Apply Shrinkage to FTE

Use Shrinkage From Section A or Enter Manually (%)
Leave blank to use the calculated value above.
Productive / Base FTE
FTE needed on the floor (without shrinkage).
Scheduled FTE Needed
21.82
Have Scheduled FTE
Back-solve to see productive FTE delivered.
Productive FTE Delivered
—
Want this embedded in your full staffing plan (voice + email + SMS) with schedules? Try Spark Queue — built for lean contact centers.

See Common Questions and Answers

What is call center shrinkage?

What’s a good shrinkage percentage for a call center?

How do you calculate shrinkage?

Why does shrinkage matter?

What is call center shrinkage?

What’s a good shrinkage percentage for a call center?

How do you calculate shrinkage?

Why does shrinkage matter?

What is call center shrinkage?

What’s a good shrinkage percentage for a call center?

How do you calculate shrinkage?

Why does shrinkage matter?

What is call center shrinkage?

What’s a good shrinkage percentage for a call center?

How do you calculate shrinkage?

Why does shrinkage matter?

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Ready to take the next step?

Ready to take the next step?

Ready to take the next step?

Your shrinkage rate shows where time is lost, now see exactly how to staff around it. Spark Queue was built to give smaller contact centers the tools they need for success.

Your shrinkage rate shows where time is lost, now see exactly how to staff around it. Spark Queue was built to give smaller contact centers the tools they need for success.

Your shrinkage rate shows where time is lost, now see exactly how to staff around it. Spark Queue was built to give smaller contact centers the tools they need for success.

Try the Spark Queue Demo

Try the Spark Queue Demo

Try the Spark Queue Demo

Try the Spark Queue Demo

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Blog

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Spark Queue logo

Plan Smarter. Perform Better.

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Features & Demo

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Support

FAQs

Blog

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Spark Queue logo

Plan Smarter. Perform Better.

Pricing

Features & Demo

Login

Support

FAQs

Blog

Terms & Privacy