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Calculate total shrinkage using the 6-component compound model. Industry benchmark is 23%.
Last verified: March 2026
Shrinkage is the percentage of paid time agents are unavailable to handle contacts. The compound model (1 − product of (1 − each component)) is more accurate than simple addition because it accounts for overlapping categories. Enter your percentages below — use actuals from your WFM platform if available, otherwise start with industry defaults.
%
Benchmark: 4-6%
%
Benchmark: 2-4%
%
Benchmark: 3-5%
%
Benchmark: 7-9%
%
Benchmark: 1-3%
%
Benchmark: 1-2%
STAFFING MULTIPLIER
Required per 100 on-phones
127 FTE
÷ 0.79 shrinkage factorTotal Shrinkage21.0% — Normal
LowNormalHighCritical
Industry Context
Industry Avg30-35%
Staffing Multiplier1/(1-shrink)
BPO Avg28-32%
Review Needed35%+
Key:21% is in the standard range. The compound model shows -2.0% overlap between components. Use this figure in your Erlang C calculations for more accurate staffing.
Shrinkage Benchmarks
Below 20%
UnderstatedLikely underestimating — check for missing components. Most centres run 23%+.20–25%
StandardIndustry average. Well-balanced shrinkage model.25–30%
ModerateHigher than average but defensible with heavy training or generous PTO.30–35%
ElevatedReview each component. Often driven by excessive unplanned absence.35%+
CriticalOperational risk. Staffing models based on this will require significantly more FTE.