Contact Centers: How to Calculate Staff Levels and Scheduling Requirements

Staff Occupancy
So if a higher volume of calls means that your reps are busier, then you might assume that bigger is always better, right? After all, these folks are being paid to handle calls, so don’t we want them busy all the time doing just that? The answer is yes and no: Although you want your staff to be busy processing lots of calls, having them too busy (in other words, no available time or “breather room” between calls) isn’t such a good idea either.