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

As a result, such companies often must base their staffing levels solely on increases/decreases vis-à-vis last year's sales volumes. Given the imprecision of this planning process, it's no wonder their subsequent operating performance suffers.

How to avoid this: Better-run operations produce precise forecasts of call activity for every hour (in some cases, every half-hour) of every day of the year. They establish these based on the most current sales projections by involving marketing in the contact center's forecasting process — in essence sharing with marketing the responsibility for the overall accuracy of the forecast.