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Glossary

What is Base Staff?

For every outsourced process in a call center, a minimum number of call center agents are assigned to ensure that the process is managed efficiently. It is the bare minimum number of employees that will be required to manage client service level agreement (SLA) and is popularly known as Base Staff. In addition to base staff, call centers assign a few additional agents to a particular process to ensure that clients deliverables are not affected if there is attrition or absenteeism of agents.

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