One of our Utility Operator Supervisors felt that they did not have sufficient staff members to answer the sheer volume of calls.
By generating daily, weekly and monthly Telephone Call Logging reports, the Supervisor was able to prove the volume of calls, the busy times (including the busy hour over a month), the time to answer, queuing delays and abandoned calls. With this evidence, they put together a strong case to the management to recruit an extra member of staff.