Every call center aims to run like a well-oiled machine—agents available, calls answered promptly, customers satisfied. But in reality, a chunk of your scheduled workforce isn’t actively handling calls at any given moment. This discrepancy is called shrinkage, and it quietly chips away at productivity, customer satisfaction, and revenue.
It’s not just about people taking breaks—it includes everything from training sessions to sudden outages. If left unmanaged, shrinkage can force you to hire more staff than necessary, increase operational costs, and create longer wait times for customers.
The good news? With modern solutions like DeepCall, a robust cloud telephony and call center platform, businesses can see shrinkage in real time and address it proactively.
1. What is Call Center Shrinkage?
Shrinkage is the percentage of scheduled time that agents are paid for but are not available to handle calls.
Example: If you schedule an agent for 8 hours (480 minutes) and they spend 120 minutes away from calls—whether for training, breaks, or technical issues—that’s 25% shrinkage.
It’s important because even a small percentage difference can drastically impact service levels. For example, a jump from 20% to 25% shrinkage might require 10–15% more staff to meet the same call volume.
2. Types of Shrinkage
A. Planned Shrinkage
- Lunch and coffee breaks
- Training sessions
- Coaching or meetings
- Administrative tasks (emails, reports)
- After-call work (ACW)
B. Unplanned Shrinkage
These are disruptions that are harder to anticipate:
- Sick leave or emergency leave
- Late arrivals / early departures
- Technical issues (system downtime, headset problems)
- Personal distractions
- Unscheduled meetings
Both types matter—planned shrinkage can be managed with better scheduling, while unplanned shrinkage needs real-time monitoring and quick response tools.
3. Why Shrinkage Matters
Some managers think shrinkage is “just part of the job.” But ignoring it means:
- Higher costs – More staff are needed to handle the same workload.
- Poor customer experience – Longer hold times, dropped calls, lower satisfaction.
- Burnout – Available agents are overburdened when others are offline.
- Missed targets – Service levels and SLAs suffer.
Here’s where DeepCall shines—its live queue monitoring and agent status tracking ensure managers can spot and fix shrinkage instantly, rather than waiting until end-of-day reports.
4. How to Measure Shrinkage
The basic formula is:
Shrinkage (%) = (Unavailable Time ÷ Total Scheduled Time) × 100
Example:
- Scheduled time: 480 minutes
- Unavailable time: 120 minutes
- Shrinkage: (120 ÷ 480) × 100 = 25%
Measuring with DeepCall
DeepCall’s real-time dashboards automatically track agent availability, idle time, and break adherence. This eliminates manual tracking and provides instant data for quick decision-making.
5. Strategies to Reduce Shrinkage
Here’s a step-by-step approach to tackling shrinkage, blending human strategies and technology solutions.
A. Smarter Scheduling
- Accurate Forecasting Use historical call data + DeepCall’s call analytics to predict peak times and schedule accordingly.
- Staggered Breaks Prevent everyone from going offline at once.
- Shift Swapping Tools Allow agents to switch shifts without leaving gaps in coverage.
B. Monitor in Real Time
- DeepCall lets you see who’s available, who’s on a break, and who’s idle at any given second.
- Managers can step in when shrinkage spikes—e.g., reassigning agents or adjusting queue priorities.
C. Reduce After-Call Work (ACW)
- Implement CRM integrations so agents log notes faster.
- Use DeepCall’s sticky agent feature to automatically connect repeat callers to the same agent, reducing time spent re-explaining issues.
D. Minimize Unplanned Shrinkage
- Flexible Break Policies to accommodate personal needs without affecting queues.
- Remote Access Tools for agents to log in even during minor disruptions.
- Backup Systems via DeepCall’s cloud infrastructure to avoid downtime.
E. Automate Routine Tasks
- Multi-Level IVR routes customers to the right department automatically.
- Auto Dialers ensure outbound campaigns run continuously without idle time.
- Speech Analytics highlight patterns that cause delays, so you can fix them.
6. How DeepCall Specifically Helps
DeepCall isn’t just a phone system—it’s a full-featured contact center management solution. Here’s how it helps fight shrinkage:
| Shrinkage Cause | DeepCall Feature | Benefit |
|---|---|---|
| Break Overruns | Live Agent Monitoring | Spot and resolve adherence issues instantly |
| Long ACW | CRM Integration | Speeds up note-taking and follow-ups |
| Technical Downtime | Cloud Hosting | High uptime and quick recovery |
| High Call Volume | Smart IVR + Call Routing | Balances workload among available agents |
| Missed Opportunities | Auto Dialer | Maximizes agent talk time |
7. Creating a Culture of Accountability
Technology works best when paired with the right culture:
- Share shrinkage metrics with agents so they understand the impact.
- Celebrate teams that improve availability rates.
- Offer coaching instead of punishment to improve morale.
8. Continuous Monitoring & Improvement
Shrinkage isn’t a one-time fix—it needs constant attention.
- Review weekly shrinkage reports.
- Compare trends month over month.
- Use DeepCall’s historical analytics to spot recurring problem areas.
Conclusion
Call center shrinkage is inevitable—but it doesn’t have to be costly. By understanding its causes, measuring it accurately, and using technology like DeepCall, you can reclaim lost productivity, reduce costs, and keep customers happy.
