Contact Centers: How to Calculate Staff Levels and Scheduling Requirements
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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.
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