Penny Reynolds

Penny Reynolds
Contact Centers: How to Calculate Staff Levels and Scheduling Requirements

In calculating contact center staffing requirements, adjustments must be made to factor in all the activities and situations that make staff unproductive. This unproductive time, called staff shrinkage, is defined as any time for which staff members are paid but not available to handle calls. Such activities might include breaks, meetings, training sessions or off-phone work. In most centers, staff shrinkage ranges from 20 percent to 35 percent. You can account for this shrinkage factor by dividing the staff requirement by the productive staff percentage (or 1 minus the shrinkage percentage). For example, if 24 staff hours need to be filled and your shrinkage factor