incoming call priority

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This may be impossible but I have to ask. My client is running a call center for state relief funds and is getting swamped with inbound calls, sometimes 30 a minute. With a limited number of caseworkers, it can take a lot of calls to get a person. But they are telling me that once a caller gets through, they seem to get through the second or third time ahead of others. Has anyone else experienced anything like this? And they are working with 4 different counties and think one county is getting through more than the others. Is that even possible? 
Any insite would be appreciated!
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Garyn Charlet

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Posted 1 month ago

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