What if we dont separate the call-taking and dispatch tasks in our center?
No problem. If all employees handle all calls from pick-up to completion/dispatch, you will need to decide whether to use the coverage calculation or the volume-influenced calculation. If the center can handle the workload with minimal staffing on all shifts, use a coverage calculation to estimate staffing needs. The combined call taker/dispatcher position is a volume influenced positions if staffing levels need to be increased to handle increased phone activity during the afternoon or evening shift, or if the number of call taker/dispatchers needs to be increased to handle consistent and predictable increases (e.g. weekends).
