{"id":14549,"date":"2026-09-21T16:10:00","date_gmt":"2026-09-21T13:10:00","guid":{"rendered":"https:\/\/optimacall.ro\/"},"modified":"2026-09-21T16:16:37","modified_gmt":"2026-09-21T13:16:37","slug":"planning-capacity-peak-volumes-contact-center","status":"publish","type":"post","link":"https:\/\/optimacall.ro\/en\/planning-capacity-peak-volumes-contact-center\/","title":{"rendered":"How to Prepare Your Teams for Peak Volumes Without Sacrificing Service Quality"},"content":{"rendered":"<style>.elementor-14549 .elementor-element.elementor-element-569249c8{--display:flex;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;}.elementor-14549 .elementor-element.elementor-element-569249c8.e-con{--flex-grow:0;--flex-shrink:0;}.elementor-widget-image .widget-image-caption{color:var( --e-global-color-text );font-family:var( --e-global-typography-text-font-family ), 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class=\"elementor-element elementor-element-731c7e25 elementor-widget elementor-widget-image\" data-id=\"731c7e25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1920\" height=\"960\" src=\"https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center.webp\" class=\"attachment-full size-full wp-image-14551\" alt=\"planificarea capacit\u0103\u021bii \u00een Contact Center\" srcset=\"https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center.webp 1920w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center-300x150.webp 300w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center-1024x512.webp 1024w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center-768x384.webp 768w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center-1536x768.webp 1536w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center-18x9.webp 18w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3948de82 elementor-widget elementor-widget-heading\" data-id=\"3948de82\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Cum preg\u0103te\u0219ti echipele pentru v\u00e2rfuri de volum f\u0103r\u0103 s\u0103 sacrifici calitatea serviciului<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5fb51900 elementor-widget elementor-widget-text-editor\" data-id=\"5fb51900\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<article class=\"text-token-text-primary w-full focus:outline-none [--shadow-height:45px] has-data-writing-block:pointer-events-none has-data-writing-block:-mt-(--shadow-height) has-data-writing-block:pt-(--shadow-height) [&amp;:has([data-writing-block])&gt;*]:pointer-events-auto [content-visibility:auto] supports-[content-visibility:auto]:[contain-intrinsic-size:auto_100lvh] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]\" dir=\"auto\" tabindex=\"-1\" data-turn-id=\"request-WEB:bdda029b-38a9-4e09-9b35-70d152f44a85-9\" data-testid=\"conversation-turn-2\" data-scroll-anchor=\"true\" data-turn=\"assistant\"><div class=\"text-base my-auto mx-auto pb-10 [--thread-content-margin:--spacing(4)] @w-sm\/main:[--thread-content-margin:--spacing(6)] @w-lg\/main:[--thread-content-margin:--spacing(16)] px-(--thread-content-margin)\"><div class=\"[--thread-content-max-width:40rem] @w-lg\/main:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group\/turn-messages focus-visible:outline-hidden relative flex w-full min-w-0 flex-col agent-turn\" tabindex=\"-1\"><div class=\"flex max-w-full flex-col grow\"><div class=\"min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal [.text-message+&amp;]:mt-1\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"1430b252-4cf6-4ada-9d69-aa3e42b8a5fc\" data-message-model-slug=\"gpt-5-1\"><div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-[1px]\"><div class=\"markdown prose dark:prose-invert w-full break-words light markdown-new-styling\"><div class=\"container\"><div id=\"model-response-message-contentr_40c695300dc5281c\" class=\"markdown markdown-main-panel enable-updated-hr-color\" dir=\"ltr\" aria-live=\"polite\" aria-busy=\"false\"><p class=\"PDq2pG_selectionAnchorContainer\" dir=\"auto\" data-start=\"1950\" data-end=\"2278\">O campanie nou\u0103, o perioad\u0103 de reduceri, emiterea facturilor sau o problem\u0103 tehnic\u0103 pot schimba \u00een c\u00e2teva ore ritmul unei opera\u021biuni de customer support. Pentru client, situa\u021bia r\u0103m\u00e2ne simpl\u0103: are nevoie de ajutor \u0219i se a\u0219teapt\u0103 la un r\u0103spuns. Nu \u00eel intereseaz\u0103 c\u0103 alte sute de persoane contacteaz\u0103 compania \u00een acela\u0219i interval.<\/p><p dir=\"auto\" data-start=\"2280\" data-end=\"2455\">Pentru echipa din spate, \u00eens\u0103, diferen\u021ba dintre o zi aglomerat\u0103 gestionat\u0103 bine \u0219i una care pune presiune pe \u00eentreaga opera\u021biune se construie\u0219te \u00eenainte ca volumul s\u0103 creasc\u0103.<\/p><p dir=\"auto\" data-start=\"2457\" data-end=\"2672\">Aici intervine <strong data-start=\"2472\" data-end=\"2518\">planificarea capacit\u0103\u021bii \u00een Contact Center<\/strong>: estimarea cererii \u0219i organizarea oamenilor, competen\u021belor \u0219i programelor astfel \u00eenc\u00e2t serviciul s\u0103 r\u0103m\u00e2n\u0103 stabil chiar \u0219i atunci c\u00e2nd ritmul se schimb\u0103.<\/p><h2 dir=\"auto\" data-section-id=\"c3y5tg\" data-start=\"2674\" data-end=\"2737\">Media lunar\u0103 poate ascunde adev\u0103rata presiune din opera\u021biune<\/h2><p dir=\"auto\" data-start=\"2739\" data-end=\"2830\">Dou\u0103 proiecte pot avea acela\u0219i num\u0103r de interac\u021biuni \u00eentr-o lun\u0103 \u0219i nevoi complet diferite.<\/p><p dir=\"auto\" data-start=\"2832\" data-end=\"3067\">\u00cen primul caz, solicit\u0103rile pot fi distribuite relativ uniform. \u00cen al doilea, o parte important\u0103 poate veni \u00een primele zile ale lunii sau imediat dup\u0103 o campanie. Dac\u0103 planificarea se bazeaz\u0103 doar pe medii, aceast\u0103 diferen\u021b\u0103 se pierde.<\/p><p dir=\"auto\" data-start=\"3069\" data-end=\"3265\">De aceea, o prognoz\u0103 util\u0103 analizeaz\u0103 ritmul real: zilele \u0219i intervalele cu trafic ridicat, sezonalitatea, canalele folosite, tipurile de solicit\u0103ri \u0219i competen\u021bele necesare pentru rezolvarea lor.<\/p><p dir=\"auto\" data-start=\"3267\" data-end=\"3531\">NiCE define\u0219te<a href=\"https:\/\/www.nice.com\/blog\/workforce-management-call-center\"> Workforce Management \u00een Contact Center<\/a> prin combinarea prognozei, planific\u0103rii programelor \u0219i ajust\u0103rii resurselor, astfel \u00eenc\u00e2t oamenii potrivi\u021bi s\u0103 fie disponibili atunci c\u00e2nd cererea o impune.<\/p><p dir=\"auto\" data-start=\"3533\" data-end=\"3600\">\u00cen practic\u0103, prognoza este punctul de plecare, nu rezultatul final.<\/p><h2 dir=\"auto\" data-section-id=\"8baaon\" data-start=\"3602\" data-end=\"3658\">Mai mult volum nu \u00eenseamn\u0103 automat \u201emai mul\u021bi oameni\u201d<\/h2><p dir=\"auto\" data-start=\"3660\" data-end=\"3827\">C\u00e2nd num\u0103rul de solicit\u0103ri cre\u0219te, prima reac\u021bie poate fi s\u0103 m\u0103re\u0219ti echipa. Uneori este necesar. Dar capacitatea \u00eenseamn\u0103 mai mult dec\u00e2t num\u0103rul total de consultan\u021bi.<\/p><p dir=\"auto\" data-start=\"3829\" data-end=\"4018\">Conteaz\u0103 dac\u0103 oamenii disponibili au competen\u021bele potrivite, dac\u0103 sunt preg\u0103ti\u021bi pentru tipul de solicit\u0103ri care cresc \u0219i dac\u0103 sunt disponibili exact \u00een intervalele \u00een care apare presiunea.<\/p><p dir=\"auto\" data-start=\"4020\" data-end=\"4231\">Un proiect de suport tehnic poate avea nevoie de alte competen\u021be dec\u00e2t unul de customer care. \u00centr-o opera\u021biune multilingv\u0103, po\u021bi avea suficien\u021bi oameni \u00een total \u0219i, totu\u0219i, s\u0103 existe deficit pe o anumit\u0103 limb\u0103.<\/p><p dir=\"auto\" data-start=\"4233\" data-end=\"4489\">Mai exist\u0103 \u0219i un aspect important: un coleg nou nu devine productiv instantaneu. Recrutarea, trainingul \u0219i acomodarea cu proiectul necesit\u0103 timp. Pentru perioadele previzibile de v\u00e2rf, preg\u0103tirea trebuie \u00eenceput\u0103 \u00eenainte ca solicit\u0103rile s\u0103 ajung\u0103 \u00een coad\u0103.<\/p><p dir=\"auto\" data-start=\"4491\" data-end=\"4705\">Din experien\u021ba opera\u021bional\u0103 Optima, flexibilitatea util\u0103 nu \u00eenseamn\u0103 s\u0103 improvizezi c\u00e2nd apare problema, ci s\u0103 ai dinainte scenarii prin care capacitatea poate fi ajustat\u0103 f\u0103r\u0103 s\u0103 pierzi controlul asupra calit\u0103\u021bii.<\/p><h2 dir=\"auto\" data-section-id=\"dsw5g\" data-start=\"4707\" data-end=\"4764\">Uneori, cea mai bun\u0103 solu\u021bie nu este cre\u0219terea echipei<\/h2><p dir=\"auto\" data-start=\"4766\" data-end=\"4824\">Un v\u00e2rf de volum poate spune ceva important despre proces.<\/p><p dir=\"auto\" data-start=\"4826\" data-end=\"5014\">Dac\u0103 sute de clien\u021bi contacteaz\u0103 compania pentru aceea\u0219i informa\u021bie, cauza poate fi o comunicare neclar\u0103, un pas dificil din customer journey sau lipsa unei op\u021biuni simple de self-service.<\/p><p dir=\"auto\" data-start=\"5016\" data-end=\"5086\">\u00centr-un astfel de caz, ad\u0103ugarea de oameni trateaz\u0103 efectul, nu cauza.<\/p><p dir=\"auto\" data-start=\"5088\" data-end=\"5325\">O opera\u021biune matur\u0103 analizeaz\u0103 motivele de contact \u0219i caut\u0103 unde poate reduce presiunea: un mesaj proactiv mai clar, actualizarea informa\u021biilor disponibile clien\u021bilor, simplificarea unui proces sau automatizarea solicit\u0103rilor repetitive.<\/p><p dir=\"auto\" data-start=\"5327\" data-end=\"5409\">Aici se \u00eent\u00e2lnesc planificarea opera\u021bional\u0103, Customer Experience \u0219i automatizarea.<\/p><p dir=\"auto\" data-start=\"5411\" data-end=\"5652\">Pentru Optima, tehnologia are rolul de a sus\u021bine oamenii. <a href=\"https:\/\/optimacall.ro\/rpa-automation\/\">Procesele repetitive pot fi simplificate sau automatizate<\/a>, astfel \u00eenc\u00e2t consultan\u021bii s\u0103 \u00ee\u0219i p\u0103streze timpul pentru conversa\u021biile \u00een care contextul, empatia \u0219i judecata uman\u0103 conteaz\u0103.<\/p><h2 dir=\"auto\" data-section-id=\"crxsce\" data-start=\"5654\" data-end=\"5723\">Calitatea trebuie urm\u0103rit\u0103 \u0219i atunci c\u00e2nd viteza devine prioritar\u0103<\/h2><p dir=\"auto\" data-start=\"5725\" data-end=\"5836\">Perioadele aglomerate pot crea un risc subtil: echipa continu\u0103 s\u0103 r\u0103spund\u0103, dar \u00eencepe s\u0103 lucreze sub presiune.<\/p><p dir=\"auto\" data-start=\"5838\" data-end=\"6054\">Conversa\u021biile pot deveni mai gr\u0103bite, coachingul poate fi am\u00e2nat, iar coordonatorii pot ajunge s\u0103 rezolve permanent urgen\u021be. Uneori, aceste semnale apar \u00eenainte ca indicatorii principali s\u0103 arate o problem\u0103 evident\u0103.<\/p><p dir=\"auto\" data-start=\"6056\" data-end=\"6180\">De aceea, succesul unui v\u00e2rf de volum nu ar trebui m\u0103surat doar prin num\u0103rul de interac\u021biuni preluate sau timpul de r\u0103spuns.<\/p><p dir=\"auto\" data-start=\"6182\" data-end=\"6339\">Conteaz\u0103 \u0219i calitatea conversa\u021biilor, revenirea clien\u021bilor cu aceea\u0219i problem\u0103, escalad\u0103rile \u0219i capacitatea echipei de a p\u0103stra acela\u0219i standard de serviciu.<\/p><h2 dir=\"auto\" data-section-id=\"lji2x9\" data-start=\"6341\" data-end=\"6394\">Planul trebuie s\u0103 se poat\u0103 schimba \u00een timpul zilei<\/h2><p dir=\"auto\" data-start=\"6396\" data-end=\"6428\">Nicio prognoz\u0103 nu este perfect\u0103.<\/p><p dir=\"auto\" data-start=\"6430\" data-end=\"6598\">Poate ap\u0103rea o problem\u0103 tehnic\u0103. O campanie poate avea un impact mai mare dec\u00e2t cel anticipat. Pot exista absen\u021be neprev\u0103zute sau volume concentrate pe un anumit canal.<\/p><p dir=\"auto\" data-start=\"6600\" data-end=\"6673\">Din acest motiv, planificarea nu se \u00eencheie c\u00e2nd este publicat programul.<\/p><p dir=\"auto\" data-start=\"6675\" data-end=\"7005\">Instrumentele moderne de Workforce Management combin\u0103 forecastul \u0219i programarea cu monitorizarea \u0219i ajustarea capacit\u0103\u021bii pe parcursul zilei. NiCE include explicit <em data-start=\"6839\" data-end=\"6860\">intraday management<\/em> \u00een aceast\u0103 abordare, tocmai pentru situa\u021biile \u00een care cererea real\u0103 se \u00eendep\u0103rteaz\u0103 de estimarea ini\u021bial\u0103.<\/p><p dir=\"auto\" data-start=\"7007\" data-end=\"7163\">Uneori, interven\u021bia \u00eenseamn\u0103 redistribuirea temporar\u0103 a oamenilor. Alteori, prioritizarea unui canal sau reprogramarea unor activit\u0103\u021bi care nu sunt urgente.<\/p><p dir=\"auto\" data-start=\"7165\" data-end=\"7259\">Important este ca responsabilit\u0103\u021bile \u0219i op\u021biunile s\u0103 fie stabilite \u00eenainte de momentul critic.<\/p><h2 dir=\"auto\" data-section-id=\"10y51wu\" data-start=\"7261\" data-end=\"7329\">Expert Insight: preg\u0103tirea conteaz\u0103 mai mult dec\u00e2t reac\u021bia rapid\u0103<\/h2><p dir=\"auto\" data-start=\"7331\" data-end=\"7431\">Cel mai dificil moment pentru a construi un plan este atunci c\u00e2nd coada de a\u0219teptare este deja mare.<\/p><p dir=\"auto\" data-start=\"7433\" data-end=\"7720\">De aceea, \u00eenaintea unei perioade sensibile, merit\u0103 s\u0103 existe r\u0103spunsuri clare la c\u00e2teva \u00eentreb\u0103ri: Ce facem dac\u0103 volumul dep\u0103\u0219e\u0219te estimarea? Ce activit\u0103\u021bi pot fi reprogramate? Unde avem capacitate suplimentar\u0103? Ce solicit\u0103ri pot fi simplificate sau automatizate? Cine decide ajust\u0103rile?<\/p><p dir=\"auto\" data-start=\"7722\" data-end=\"7851\">Nu este vorba despre a prezice perfect viitorul. Este despre a avea suficiente op\u021biuni atunci c\u00e2nd realitatea nu respect\u0103 planul.<\/p><p dir=\"auto\" data-start=\"7853\" data-end=\"8091\">Pentru un partener BPO, aceasta este una dintre cele mai importante forme de flexibilitate: capacitatea de a combina planificarea, oamenii, procesele \u0219i tehnologia astfel \u00eenc\u00e2t clientul final s\u0103 nu simt\u0103 presiunea din spatele opera\u021biunii.<\/p><p dir=\"auto\" data-start=\"8093\" data-end=\"8243\">V\u00e2rfurile de volum nu pot fi eliminate complet. Dar pot fi gestionate mult mai bine atunci c\u00e2nd compania nu \u00eencepe s\u0103 caute solu\u021bii abia dup\u0103 ce apar.<\/p><p dir=\"auto\" data-start=\"8093\" data-end=\"8243\">Ai nevoie de mai mult\u0103 flexibilitate \u00een perioadele cu volume ridicate?<a href=\"https:\/\/optimacall.ro\/contact-optima\/\"> Programeaz\u0103 o discu\u021bie cu Optima<\/a> \u0219i descoper\u0103 cum putem construi un model de suport adaptat ritmului opera\u021biunii tale.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/article>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5c5cc5b0 e-grid e-con-boxed e-con e-child\" data-id=\"5c5cc5b0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-749e831d elementor-absolute elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"749e831d\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon\" href=\"https:\/\/www.facebook.com\/optimacall4excellence\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-facebook\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256C504 119 393 8 256 8S8 119 8 256c0 123.78 90.69 226.38 209.25 245V327.69h-63V256h63v-54.64c0-62.15 37-96.48 93.67-96.48 27.14 0 55.52 4.84 55.52 4.84v61h-31.28c-30.8 0-40.41 19.12-40.41 38.73V256h68.78l-11 71.69h-57.78V501C413.31 482.38 504 379.78 504 256z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b3a1dc5 elementor-widget__width-initial elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"4b3a1dc5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon elementor-animation-shrink\" href=\"https:\/\/www.linkedin.com\/company\/optima---call-for-excellence\/\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-18acc40c elementor-absolute elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"18acc40c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon\" href=\"https:\/\/www.instagram.com\/optima_solutions_services\/\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-instagram\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M224.1 141c-63.6 0-114.9 51.3-114.9 114.9s51.3 114.9 114.9 114.9S339 319.5 339 255.9 287.7 141 224.1 141zm0 189.6c-41.1 0-74.7-33.5-74.7-74.7s33.5-74.7 74.7-74.7 74.7 33.5 74.7 74.7-33.6 74.7-74.7 74.7zm146.4-194.3c0 14.9-12 26.8-26.8 26.8-14.9 0-26.8-12-26.8-26.8s12-26.8 26.8-26.8 26.8 12 26.8 26.8zm76.1 27.2c-1.7-35.9-9.9-67.7-36.2-93.9-26.2-26.2-58-34.4-93.9-36.2-37-2.1-147.9-2.1-184.9 0-35.8 1.7-67.6 9.9-93.9 36.1s-34.4 58-36.2 93.9c-2.1 37-2.1 147.9 0 184.9 1.7 35.9 9.9 67.7 36.2 93.9s58 34.4 93.9 36.2c37 2.1 147.9 2.1 184.9 0 35.9-1.7 67.7-9.9 93.9-36.2 26.2-26.2 34.4-58 36.2-93.9 2.1-37 2.1-147.8 0-184.8zM398.8 388c-7.8 19.6-22.9 34.7-42.6 42.6-29.5 11.7-99.5 9-132.1 9s-102.7 2.6-132.1-9c-19.6-7.8-34.7-22.9-42.6-42.6-11.7-29.5-9-99.5-9-132.1s-2.6-102.7 9-132.1c7.8-19.6 22.9-34.7 42.6-42.6 29.5-11.7 99.5-9 132.1-9s102.7-2.6 132.1 9c19.6 7.8 34.7 22.9 42.6 42.6 11.7 29.5 9 99.5 9 132.1s2.7 102.7-9 132.1z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e9befe5 elementor-absolute elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"e9befe5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon\" href=\"https:\/\/www.tiktok.com\/@optimacall\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-tiktok\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M448,209.91a210.06,210.06,0,0,1-122.77-39.25V349.38A162.55,162.55,0,1,1,185,188.31V278.2a74.62,74.62,0,1,0,52.23,71.18V0l88,0a121.18,121.18,0,0,0,1.86,22.17h0A122.18,122.18,0,0,0,381,102.39a121.43,121.43,0,0,0,67,20.14Z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4d41efce elementor-widget elementor-widget-button\" data-id=\"4d41efce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/optimacall.ro\/contact-optima\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-comments\" viewBox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M532 386.2c27.5-27.1 44-61.1 44-98.2 0-80-76.5-146.1-176.2-157.9C368.3 72.5 294.3 32 208 32 93.1 32 0 103.6 0 192c0 37 16.5 71 44 98.2-15.3 30.7-37.3 54.5-37.7 54.9-6.3 6.7-8.1 16.5-4.4 25 3.6 8.5 12 14 21.2 14 53.5 0 96.7-20.2 125.2-38.8 9.2 2.1 18.7 3.7 28.4 4.9C208.1 407.6 281.8 448 368 448c20.8 0 40.8-2.4 59.8-6.8C456.3 459.7 499.4 480 553 480c9.2 0 17.5-5.5 21.2-14 3.6-8.5 1.9-18.3-4.4-25-.4-.3-22.5-24.1-37.8-54.8zm-392.8-92.3L122.1 305c-14.1 9.1-28.5 16.3-43.1 21.4 2.7-4.7 5.4-9.7 8-14.8l15.5-31.1L77.7 256C64.2 242.6 48 220.7 48 192c0-60.7 73.3-112 160-112s160 51.3 160 112-73.3 112-160 112c-16.5 0-33-1.9-49-5.6l-19.8-4.5zM498.3 352l-24.7 24.4 15.5 31.1c2.6 5.1 5.3 10.1 8 14.8-14.6-5.1-29-12.3-43.1-21.4l-17.1-11.1-19.9 4.6c-16 3.7-32.5 5.6-49 5.6-54 0-102.2-20.1-131.3-49.7C338 339.5 416 272.9 416 192c0-3.4-.4-6.7-.7-10C479.7 196.5 528 238.8 528 288c0 28.7-16.2 50.6-29.7 64z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contacteaz\u0103-ne<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2569ced4 elementor-widget elementor-widget-button\" data-id=\"2569ced4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/optimacall.ro\/en\/career\/%20\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-hand-point-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M428.8 137.6h-86.177a115.52 115.52 0 0 0 2.176-22.4c0-47.914-35.072-83.2-92-83.2-45.314 0-57.002 48.537-75.707 78.784-7.735 12.413-16.994 23.317-25.851 33.253l-.131.146-.129.148C135.662 161.807 127.764 168 120.8 168h-2.679c-5.747-4.952-13.536-8-22.12-8H32c-17.673 0-32 12.894-32 28.8v230.4C0 435.106 14.327 448 32 448h64c8.584 0 16.373-3.048 22.12-8h2.679c28.688 0 67.137 40 127.2 40h21.299c62.542 0 98.8-38.658 99.94-91.145 12.482-17.813 18.491-40.785 15.985-62.791A93.148 93.148 0 0 0 393.152 304H428.8c45.435 0 83.2-37.584 83.2-83.2 0-45.099-38.101-83.2-83.2-83.2zm0 118.4h-91.026c12.837 14.669 14.415 42.825-4.95 61.05 11.227 19.646 1.687 45.624-12.925 53.625 6.524 39.128-10.076 61.325-50.6 61.325H248c-45.491 0-77.21-35.913-120-39.676V215.571c25.239-2.964 42.966-21.222 59.075-39.596 11.275-12.65 21.725-25.3 30.799-39.875C232.355 112.712 244.006 80 252.8 80c23.375 0 44 8.8 44 35.2 0 35.2-26.4 53.075-26.4 70.4h158.4c18.425 0 35.2 16.5 35.2 35.2 0 18.975-16.225 35.2-35.2 35.2zM88 384c0 13.255-10.745 24-24 24s-24-10.745-24-24 10.745-24 24-24 24 10.745 24 24z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Hai s\u0103 ne cunoa\u0219tem!<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>A new campaign, a sale, invoicing, or a technical issue can change the pace of a customer support operation in just a few hours. For the customer, the situation is simple: they need help and expect a response. They don\u2019t care that hundreds of other people are contacting the company at the same time. For the team behind the scenes, however, the difference between a busy day that\u2019s managed well and one that puts pressure on the entire operation is determined before the volume even spikes.<\/p>\n<p>Pentru echipa din spate, \u00eens\u0103, diferen\u021ba dintre o zi aglomerat\u0103 gestionat\u0103 bine \u0219i una care pune presiune pe \u00eentreaga opera\u021biune se construie\u0219te \u00eenainte ca volumul s\u0103 creasc\u0103.<\/p>","protected":false},"author":9,"featured_media":14551,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-14549","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-ro"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Cum gestionezi v\u00e2rfurile de volum f\u0103r\u0103 s\u0103 pierzi calitatea<\/title>\n<meta name=\"description\" content=\"Cum preg\u0103te\u0219ti o opera\u021biune de customer support pentru perioadele aglomerate? 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