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Handling Call Center Spikes (932 words)
September 1, 1999

The word "spike" makes most people think of high-heeled shoes, bulldog collars or railroad ties, but call center managers tend to think of DRTV. Direct response television is the "spikiest" of the direct response media, where thousands of phone calls can flood a call center with no warning whenever a spot runs. The challenges of staffing and running a DRTV call center are extreme, and only the biggest service bureaus with thousands of reps can handle them. However, spikes aren't the exclusive province of DRTV. Says call center consultant Liz Kislik, "You get spikes even in a normal in-house environment. Maybe