Mail Dates vs. In-home Dates

Why This Matters

Your decision to use either mail dates or in-home dates impacts your call center’s volume. Using mail dates tends to spread the orders and call volume over a longer period of time, making your call center volume easier to manage and helping you to reduce labor costs.

But when an order curve is more pronounced — as when you’re using in-home dates — additional staffers are needed during a shorter time period to handle the volume of in-coming calls. Also, call volume tends to decrease at a faster rate, which means that at some point you could be in an over-staffed position (unless you mail more frequently, as discussed later).