Contact Centers: How to Calculate Staff Levels and Scheduling Requirements

In most centers, staff shrinkage ranges from 20 percent to 35 percent. You can account for this shrinkage factor by dividing the staff requirement by the productive staff percentage (or 1 minus the shrinkage percentage). For example, if 24 staff hours need to be filled and your shrinkage factor is 30 percent, then 24/0.70 yields a requirement of 34 staff members.