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To expect a HD to be on the phone for 90% of the time would create a burnout for that employee after a year or so. If you want a high turnover rate, then go for it. It also depends on what type of calls they're taking if its just simple password resetting then, sure answering calls after calls can be handled, but still they would probably get burned out. I think 50% is a good number, with emails, meetings, and other small tasks that should be sufficient.