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Stretch & Kepe,
i thank you both for your replies. As for Stretch, we're outsourcing a part of our traffic. But the outsourcer can't guarantee really high peakloads if we don't offer them enough traffic during the rest of the day.
We don't have any mid-office agents who can help us during peakhours.
As for Peke. We do have some outbound agents who can help us sometimes. But a lot of the time they have fixed appointments they need to call.
As for Team Leads, i think you mean supervisors (seniors). They have schedules with call time in them, but they don't always adhere to the schedules. This is a point we're working on.
As for scheduling is not easy, especially in Europe, i have to agree.
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