The gap between paid hours and productive hours is bigger than you think
Shrinkage is the silent budget killer in workforce planning. This calculator itemizes every category of non-productive time — planned (breaks, lunch, training, coaching, meetings, PTO, projects) and unplanned (absenteeism, tardiness, downtime, extended breaks, personal time). Adjust each category with sliders to see the cascading impact: additional FTEs needed, annual cost of shrinkage, and productive minutes per shift. Most contact centers underestimate shrinkage by 5-10 percentage points because they miss categories. This tool makes the full picture visible.
Itemize every source of shrinkage and see the true FTE cost of non-productive time