The main difference between a budget callcenter and an EOC is, that in the EOC nobody is alone with the customer. In the video, each agent has a group with at least 5 supervisors around him. They are supporting the agent in realtime. As a consequence the transaction costs are much higher. That means in detail. Suppose the EOC has 3 incoming calls at the same time. To handle the workload there is a need for 3x6=18 people.
The main difference between a budget callcenter and an EOC is, that in the EOC nobody is alone with the customer. In the video, each agent has a group with at least 5 supervisors around him. They are supporting the agent in realtime. As a consequence the transaction costs are much higher. That means in detail. Suppose the EOC has 3 incoming calls at the same time. To handle the workload there is a need for 3x6=18 people.