Tips for Managing Shifting Inbound Call Volumes and Staff Costs

Last week I provided several tactics your company can use to improve the performance of your inbound call-center reps. This week, I examine another key performance area in your inbound call center: how your call-center management team reacts to shifting inbound call volumes. In today’s recessionary environment and online ordering world, historical call volumes based on the number of catalogs mailed may not materialize like they used to.