|
Adjusting call flow to staffing happens all the time by default - it is called understaffing, and causes poor service levels, call abandonment, and so on. It distorts the 'natural' call patterns so that it is always difficult to figure how you should staff properly.
The preferable options are to create optimal schedules, manage adherence and productivity to get the most out of available resources. If that does not work, make the case for more resources. If that does not work, you will know you are not really in the customer service business and you have some career decisions to make.
Sorry, there is no substitute for good customer service - it takes resources to do it well.
|