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What is Shrinkage and how to calculate it in a BPO industry?
Can you tell me what is Shrinkage and how to calculate it in a BPO industry?
Sure! Shrinkage refers to the time that agent or employee is not productive or unavailable during their shift in a BPO industry. It can be due to breaks, meetings, training, vacations, absences, etc. To calculate shrinkage, you can divide the total unavailable or unproductive time by the total scheduled work hours and multiply by 100 to get a percentage.