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Reply To: Staffing shrinkage Factor

#11186
Fred Cohens
Guest

Your shrinkage percentage should be determined by the amount of off-line your type of service can sustain. I manage a center with over 300 agents. Our shrinkage range is from 25%-32%, however our service demands a lot of off-line for customer follow-up.

But, if you are looking purely from a productivity factor then that number is a comfortable data point.