How to Build Surge Readiness Without Overstaffing Your Support Team

Overstaffing has long been the default way to manage surge risk, but it is also one of the most expensive. Deloitte research shows that excess capacity is a major contributor to inefficiency in service operations, often representing a significant portion of avoidable cost.

At the same time, under-preparing for surges leads to missed SLAs, degraded customer experience, and agent burnout. Forrester has consistently found that customer experience declines sharply during peak demand periods, with lasting impacts on loyalty and brand trust.

Rather than hiring “just in case,” leading organizations are separating steady-state delivery from surge and exception handling. This allows them to remain lean while still protecting performance during spikes.

Key considerations explored in this article include:

• Why surge demand should be treated as a separate operational layer
  
  

• How rapid activation outperforms long hiring cycles
  
  

• The role of global, pre-trained agents in maintaining continuity
  
  

Supporting research:

• Deloitte, Global Operations Survey
  https://www.deloitte.com/global/en/our-thinking/insights/industry/operations.html
  
  

• Forrester, Customer Experience Index (CX Index)
  https://www.forrester.com/customer-experience/
  
  

Recommended next step: Surge Readiness Checklist