HR Cafeteria - A Human Resource Repository Covering Contemporary and Traditional HR Information

Shrinkage & Attrition Calculation: A Comparative Analysis & Formulas in Practice Shrinkage & Attrition Calculation: A Comparative Analysis & Formulas in Practice S hrinkage is a term that is broadly defined as the percentage of time that scheduled agents are not available to handle customer interactions. Conceptually, it’s the time that “shrinks” from the schedule. Shrinkage can encompass planned events, such as breaks, paid time off, training, team meetings, coaching sessions, or other activities. It can also include unplanned events such as absenteeism, tardiness or agent attrition. It may also include time lost when agents do not adhere to their planned schedule. This is the percent of time that agents are not where they are scheduled to be or not doing the activity they were scheduled to do. For example, if an agent is supposed to be handling calls but instead is unavailable, they are out of schedule adherence. Shrinkage has two types: ...