Our call center is small too, but we are usually slammed all day.
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Our center also is lacking calls and we are being offered e time again. Yet, they also offered us overtime starting next week. Something is happening for sure. I am in the S.E. I am not saying I dislike the e time I for one enjoy leaving early the only problem is my paycheck. It's like a drug I can't stop taking it
T is extremely good at "flipping a switch" in regards to call routing. Being slow isn't necessarily a bad thing but it is if it's prolonged. That means they've either implemented automation or they've opened a call center overseas and are routing calls to them.
I guess you know what's next,,,