I'm sorry, but you can't *always* be experiencing a higher volume of calls than average.
That's not how averages work.
@kityates well I’m no expert on statistics, but doesn’t it depend on your definition of average (mean, median or mode) and also the shape of the distribution?
Most people have more than the average number of ears! (I think this is true. Most people have two ears. Some people, sadly, have lost their ears in fights etc. Almost no one has 3 ears. Therefore the mean is slightly less than 2).
All of this silliness doesn’t negate the point that call centres should just answer the phone.
