QUESTION POSED ON: 23 September 2004
We are cutting hours of operation and want to understand where the call volume will go. For example, we are currently open from 8am to 12am EST, and if we cut back to 8am to 10pm EST, where would the calls that normally come in between 10pm -12am occur? Do they start to come in earlier, prior to the 10pm close? Or do they flow over to the next day? Approximately 10% of the volume comes in from 10p-12a. The majority of that is from the East Coast, with approximately 25% from West Coast.
Does anyone have any experience or studies that indicate where this traffic will go?
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