For catalogers-

When you get to be a bigger call center, say, 50 seats for more, your reps should only be on the phone. All other call center duties, such as call backs, processing faxed orders, etc., should be done by other people. In this way you can engineer your call center's utilization rate, and keep reps on the phones.

—Bill Spaide of Spaide, Kuipers & Co., catalog consultants