How do you calculate shrinkage manually in call center?

To calculate shrinkage manually in a call center, you first need to determine the total time agents are scheduled to work (available time) and the actual time they are on calls or handling customer interactions (productive time). Next, identify the time lost due to factors like breaks, training, absenteeism, and other non-productive activities. Shrinkage is then calculated using the formula:

Shrinkage (%) = (Total Non-Productive Time / Total Scheduled Time) x 100.

This gives you the percentage of time that agents are not available to take calls.