Free Engineering Workbench calculator
Shrinkage and rostered staff
Turn the agents needed on the phones into the people you must roster.
Sales & customer successHow it's worked out
- Rostered = required ÷ (1 − shrinkage)
- Shrinkage parts add up and apply to the same rostered hours
NoteShrinkage is applied to rostered time, so it divides rather than adds: 30% shrinkage needs 43% more people, not 30%.
Source: Workforce management practice (ICMI)
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