Does Shrinkage Include Attrition and Leaves?

Planned Shrinkage include Week Offs and Leaves; Unplanned Shrinkage include Absenteeism and Half day in terms of headcount. If we talk about Unplanned Shrinkage in aspect of hours, then it will be offline activities (break, meeting etc.)

Does shrinkage include attrition & Leaves?

Shrinkage can encompass planned events, such as breaks, paid time off, training, team meetings, coaching sessions, or other activities. It can also include unplanned events such as absenteeism, tardiness or agent attrition. ... Attrition is a component of contact centre shrinkage.

What is included in shrinkage?

Shrinkage is the list of things that take your agents away from being productive, i.e. serving customers. Shrinkage is the difference between the total number of staff you employ (budget) and those available to undertake the primary tasks (work) for which they are employed.