The sudden increase of our calls today is due to shrinkage.It is when our employees become unavailable to take calls.
There are a few reasons why this happens. Julie who called in sick, Tom who's still on his way and will be late. And Will whodid not advise why he isn't in on his schedule today. There's also one CSA from the opening team who was sent home due to allergy.
So every time there is an unplanned situation where a CSA is not available to take in calls, shrinkage comes in. And that is what our site is going through right now.