Identify when Medi-Call’s call centre enters the coping zone and describe the impact of this overload on customers and staff.

Medi-Call’s call centre enters the coping zone when it is consistently receiving more customer calls than its staff can handle. The overload of calls can negatively impact both staff and customers in many ways. As operators can’t answer customers quickly, wait times increase. Customer satisfaction drops and brand reputation is damaged due to the delays.

While on the employee end, too much stress can result in burnout. Burnout affects not only job performance but morale because workers feel overworked and undervalued when their efforts are not recognized. Finaly, a system overloaded with work increases the likelihood of errors occurring. This complicates issues and can make it hard for operators deliver services on time.

Therefore by understanding how our resources are being allocated we are better placed to identify any potential problems before they arise; this helps ensure that Medi-Call’s call centre remains within its operating capacity without sacrificing either customer experience or worker wellbeing.