Home > Return On Investment > Optimise Staffing Levels Using Callbacks

Optimise Staffing Levels Using Callbacks

You have your technology in place to ensure fantastic customer service:

  • Workforce management calculations
  • Real time displays of incoming call traffic
  • Overflow options for bringing in extra staff

But what about the real world. What can take account of stuff that happens in the real world, that affect your call centre Sevice Level:

  • Sickness
  • Training
  • Meetings
  • The weather – yes, callers don’t call on sunny days
  • Computer gremlins
  • The marketing campaign nobody told you about
  • Etc.

Callbacks, or Virtual Queues, are the FLEXIBLE part of the staffing puzzle, that mean you can still provide TOP Customer Service in the real world.

Peaks And Lulls in the Call Centre

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