How do you handle cases when a technician is out?

[sik19701]

I run a large mature technical call center with about 100 technicians, 80 frontline and 20 backline. The issue I have is when a technician is sick or on vacation. Each technician has a case backload of 30-50 cases that can pop up at any time, or have scheduled call backs or follow ups. I have tried a "buddy system", which works ok but far from great, I was wondering what everyone else does in these situations. Thanks in advance

[clintfoot]

I'd group them into little teams, with someone who'd act as a team leader. When someone isn't around, the team leader will divide the absentee's load among the members.