Three Common Operating Mistakes in a Catalog Contact Center

As a result, management has only indirect control over the abandonment rate, because a caller’s tolerance to a holding delay will vary by call type and service expectations.

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