Originally Posted by InfinityHosts
All you need to do is prioritize & create schedules for your support agents. Divide it throughout the day.
However, if we face technical issues, we try to take professional help from the creators of the software we are using. As that's the most reliable & fastest thing to do.
Assuming that the company has enough to schedule but some companies are way too smaller in terms of human resource than the number required to offer meaningful support in reasonable time. Some times they are even constrained by other factors like space to expand their support centre hence the need for outsourcing. By The Way you are doing some kind of out sourcing combined with in house support from your last paragraph.