You can't jump into good long term planning without taking care of these essentials first. Other essentials include effective staff training. Your business must maintain a professional approach, meaning that your frontline personnel have to be infused with a belief in their job and its inherent responsibility. Position them as white collar staff, not doing a physical job, but a mental one. Let them know that they are in the right place at the right time, occupying a service position in a service economy, and ensure that they can be proud of that.
Quality control is another essential.
Create an operations manager position and monitor the progress. This person should spot check constantly, reviewing completed messages for accuracy and timeliness and data records for spelling, consistency in abbreviations, etc. Separate out the good agents and clone them, then fire the bad ones. Ensure that you have the best and the latest in well-maintained technology. Technology is changing daily before our very eyes.