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* 2. The main thing that makes staffing for inbound calling different than staffing for most types of back office work is that: Workload is
* 2. The main thing that makes staffing for inbound calling different than staffing for most types of back office work is that: Workload is impossible to predict. Agents need a higher level of skills to handle the calls. There are more angry customers due to long wait times. Calls arrive randomly so ratio of staff to workload is high
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