Low volume made it hard to keep a team sharp and engaged.
A U.S. sporting goods retailer needed chat and email support for eCommerce and retail customers, covering package tracking, returns guidance and policy questions. Volume stayed low even during retail peaks, growth was not forecast, and most roles sat on seasonal contracts.
Consistently low volume
Even retail peaks brought relatively few contacts.
Limited expansion
No major growth or new channels were forecast.
Seasonal staffing
Most roles were staffed under seasonal contracts.
Idle-time risk
Quiet windows threatened agent focus, morale and readiness.
