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

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