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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

Mark Petty

Blog Feature

Contact Center Management

Contact Center Solutions: Right-Sizing

When it comes to contact centers, typically labor costs are your most significant expense. You have to get the number of agents right or suffer the consequences. You will erode your profit margins or overspend if you have too many agents scheduled. On the flip side, customer satisfaction could suffer if you don’t have enough people to answer the phones. That leads to lost customers and a dinged reputation. To provide a consistent level of service, many companies go through “right-sizing” to become appropriately staffed. (You may also need to look at which call center model is best for you)  

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