Why is it that every time I phone in to a call centre, the first thing they say is "we are experiencing higher than normal call volume"? Doesn't matter if I call at 2 in the morning or in the middle of the day.
"Higher than normal" implies that this volume is an aberration, and happens rarely. If I'm getting this message every time I call, it means that this is NORMAL call volume, and it means you need to account for it, and staff the call centre appropriately. You can't base the statistics of "normal" call volume on the amount of calls you think you should be getting, but rather on the number of calls you ARE getting.
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