Lack of Staff Causes Long Queues in 60% of Contact Centres

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Written by Jo Robinson

According to our poll, six in every ten contact centres struggle to minimise queue times due to lack of advisors.

However, the main cause of long queues was an abnormal number of calls entering the contact centre.

Poll – “What leads to long queues in your contact centre?” answers

Lack of staff – 60%
Problems matching staff with calls – 36%
Abnormal numbers of calls – 71%
Marketing promotions – 31%
The weather – 19%

Source: Call Centre Helper webinar: 7 strategies to deal with Queues Sample size – 140 Date: January 2013

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Lack of Staff Causes Long Queues in 60% of Contact Centres

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