This is one of the layoffs where I go... yeah you really did over hire WTF were you thinking. How do you even effectively onboard that many people as a percentage of existing staff?
I've never worked in customer support, but if they're customer support people wouldn't they just get something like a binder with questions and answers, and some flowcharts?
Back in the long long ago, I worked in a call center and we doubled the staff. It was a lot of of work, training, equipment, leadership, realignment of L2... it was still a lot.
