Answer / shama islam

Shrinkage means absenteesm- if you rostered 20 agents how many is absent..Absent agent is called shrinkage.

As-

=Absent/total roster

Answer / 8885602603

Shrinkage means how much time is lost in the call center to things like breaks, holydays, sick time, training ect..

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What do you understand by a BPO?

2 Answers  

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