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When there’s a large influx of customer queries (happens during the holiday season, in particular) and your team isn’t able to deal with the load, chances are your support manager/supervisor would look to hire a few extra agents to help manage the query volume, on a temporary basis.
These agents are known as temporary agents as they work on very short-term contracts (around a month or so). They help you deal with the extra workload so that you can ride out the busy season smoothly, ensuring customer queries are responded to on time.
