Shrinkage represents paid time when an employee is unavailable for customer workload.
Shrinkage = Unavailable Paid Hours / Total Paid Hours
If 300 of 1,000 paid hours are unavailable, shrinkage is 30%.
To convert required productive FTE into paid FTE:
Paid FTE = Required Productive FTE / (1 - Shrinkage)
For example, 70 productive FTE at 30% shrinkage requires 100 paid FTE.
Track planned and unplanned shrinkage separately. Shrinkage is not occupancy: shrinkage measures unavailable paid time, while occupancy measures how much of available contact-handling time is consumed by work.
Calculate staffing requirements.
INTERACTIVE PLANNING MODEL
Run your scenario
Change the assumptions to see the result. Decimal rates use 0.80 for 80%.
PLANNING OUTPUT
17.5%Shrinkage- Paid FTE
- 18.2
Shrinkage is not occupancy.