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William Darian Boggs's avatar

Tennessee is a "right to work" (anti-union) state, so call center employees have fewer rights like bathroom breaks and lower pay.

Call centers measure the number of calls in 15, 30, and 60 minute periods; how long calls last; and how quickly calls are picked up (service level). They aim to minimize the service level.

They vary the staffing levels during the day and across longer time periods to meet their service level goals while minimizing staffing.

Unexpected high call volumes drive up service level, which in turn forces the call centers to increase staffing. Lower call volume periods are more expensive to staff per call because of the statistics of small numbers. So unexpected calls in low volume periods are more expensive per call to handle.

Also, when unexpected calls arrive in spikes, it drives up staffing costs more because you have to staff for the spike, not the average. Call centers staff in 4 and 8 hour shifts. They prefer for 4 hour shifts because it allows them to avoid paying benefits.

I am interested in what the terms of the call center contracts are. The contractors will have to meet the metrics with minimal staffing.

It seems like they will be quite vulnerable to fake call campaigns that throw off their statistics and costs. The government won't be able to keep the call center numbers private.

We saw how Internet tricksters messed with the Trump campaign events by requesting tickets and not showing up, creating embarrassment for the campaign. I suspect they will do the same with the call centers.

Jane Hensley's avatar

Thank you for your in-depth reporting.

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