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

The chart also highlights the cost of good service versus bad with an 80-percent service level costing about 8 percent to 22 percent more to staff (depending on the call volume) than a 50-percent service level.

How to avoid this: The right way to calculate staffing is to use a metric such as average speed of answer or service level, in conjunction with a statistical traffic model, such as Erlang C, which takes into account call volume fluctuations when calculating appropriate staffing levels.