Free Tool · 1 free use per week
Shrinkage Calculator
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%
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Benchmark: 1-3%
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Benchmark: 1-2%
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.Frequently Asked Questions
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