That makes sense to me. I wouldn't automatically choose round-the-clock coverage just because it sounds impressive. First I'd look at when emails actually arrive and how quickly customers expect an answer. If most messages come during specific busy periods, it may be more efficient to increase staffing around those times. When I researched this solution , the global operating model and scalable team approach made me think about coverage as something that should be adjusted according to actual demand. Email is different from live chat because customers don't necessarily expect an immediate response at every hour. Still, long delays can become a problem if a customer sends a request in the evening and has to wait until the next working day. A good outsourcing arrangement could provide broader coverage without requiring the company to maintain a permanent internal night team. I'd also check whether the same quality standards apply across different shifts. There isn't much value in extending coverage if the replies outside normal hours are slower or less accurate. For me, the right solution would depend on customer expectations and the actual distribution of email volume.