Originally Posted by immolated

I would guess the net cost of over-staffing 10 months to seamlessly handle 2 hot months is greater than the cost of 12 months running "lean" with the occasional meltdown. They've ran the cost/benefit numbers and this is how they prefer to do things, for years if not decades.

We also have tools like VAS, silver slips, or premium PBS rotations to protect reserve manning well in advance, without tying up phone lines while playing catch-up with coverage, but the company has chosen not to pay for these.