This is a trial version of psCookieCompliancy. To remove this banner, please install and register a licence key.

See the latest articles on Shrinkage

There are various time overheads that prevent each person from being available to actually complete the work they are employed to do; this is often referred to as shrinkage.  We have to plan for it as we know it happens and it provides a realistic view of the split of activities and provides an expectation of available time.  The amount of shrinkage will depend on the amount of out of office activities and offline activities you have along with the amount of wait time and work time each agent has.

Agreed categories/classification for each type of shrinkage.  Don’t create too many categories, it’s ok to have a “catch all” like ‘Other’ for exception shrinkage.

 In previous best practice guides we have used: 

  • Customer Contact
  • After Call Work
  • Wait Time
  • Sickness
  • Holiday
  • Training
  • Communication
  • Other
  • Breaks 

Track and report on all shrinkages comparing actual versus forecast and discuss these as numbers, percentages, money, impact on performance, etc…  

The Productivity Journey Challenge 2015

When greater strategic attention is given to planning unproductive time significant benefits can be achieved, whether improvements in the consistency of service offered, and greater development time for front line teams or reduced costs, it is an area not to be ignored. Our challenge is a focused approach to planning and managing the cost of unproductive time. Find out more about the challenge and how to join it

Shrinkage Top Tips

Control the controllables.  Communicate the importance of “keeping to the plan” and ensure there is rigour around time off.  Clear annual leave processes are important to consider both the booking and cancelling of leave.
Manage the uncontrollable.  Have Process and procedures around factors like sickness and non-adherence will happen and will need to be managed.  Don’t set targets, e.g. 90% adherence, as this allows 10% of non-adherence each day, communicate the 5% to 10% tolerance and explain that the aim is to achieve as close as you can to 100%.

Take a look at these articles, videos and links
Changing Gear: Rise to the customer challenge
Managing time and planning shrinkages effectively
Planning unproductive time and managing cost
The Productivity Journey Challenge 2015


(c) Professional Planning Forum 2000-2019
This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit