#Shrinkage || Shrinkage Calculation in BPO || Planned Shrinkage and Unplanned Shrinkage in BPO
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Shrinkage is defined as the time during which employees are paid during which they are not available to handle calls or chats. There is planned shrinkage, like agents being scheduled for staff meetings and trainings, and there is unplanned shrinkage, like an agent calling out sick or on vacation.
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