Three Common Operating Mistakes in a Catalog Contact Center

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.

Although this type of staffing calculation may appear complex at first, it can be accomplished fairly easily and inexpensively through the use of contact center workforce management software that is commonly available on today’s market.