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

Second, using a fixed number of calls per hour to determine staffing will result in uneven service performance throughout the day. As shown in the Contact Center Staffing chart

, the rep productivity necessary to achieve a specific service level will increase as the call volume increases.

During a 500-call hour a call center will be able to achieve significantly higher productivity than in a 100-call hour (i.e., 13 percent greater at a 50-percent service level, and 28 percent greater at an 80-percent service level). Basically, the larger the center, the more productive the reps.