White Papers
A Primer On Call Center Staffing Methods
Thursday, 15 February 2007

A Primer On Call Center Staffing Methods

by Stuart Harris

Telephone traffic along with other forms of traffic, such as automobile traffic, share similar characteristics. Traffic may be very busy and have to slow down and wait, or it may be very light with little slowing or blockage. Facilities such as roads, telephone lines, toll booths, service agents, and bank tellers may be either under or over utilized causing costly idle time or poor service to customers. Call center managers face a daily, continual challenge in finding the right number agents to use at the right time to handle calls that arrive in a random manner. This paper explores why this challenge occurs and two methods used to meet it.