3 Common Operating Mistakes in a Catalog Contact Center (1,301)

Without the direct involvement of marketing and an ongoing reappraisal of the forecast, an accurate and up-to-date workload projection is impossible; and without it, operations has no ability to plan or manage either a cost or service standard.

Mistake No. 2: Inappropriate Staffing Calculations

Unfortunately, even with accurate call forecasts, companies still fail to correctly determine their staffing requirements. Catalogers make two common mistakes in calculating headcount requirements: staffing to satisfy a specific call abandonment-rate objective; and relying on the number of calls per rep hour as a productivity measure.