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. This overload can have a negative impact on both customers and staff in a variety of ways. For starters, it increases wait times for customers as operators are unable to answer quickly enough; this decreases customer satisfaction levels as well as damages brand reputation due to delays or lack of service.

Meanwhile on the employee side, too much work can lead to burnout amongst staff which in turn leads to reduced productivity levels; this not only affects job performance but also impacts morale since workers may feel overwhelmed or undervalued if their efforts are not being recognized. Finally, an overloaded system increases chances of mistakes occurring which further complicates matters thus making it difficult for operators to deliver quality services in timely fashion.

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.