=d. Mark tells you that he is not happy with the number of representatives required to achieve a high customer service level.

He therefore wants to explore alternatives to simply hiring additional representatives. The alternative he considers is instituting a training program that will teach representatives to more efficiently use computer tools to answer calls. He believes that this alternative will increase the average number of calls a representative is able to handle per hour from six calls to eight calls. The training program will cost $2,500 per employee per year since employees’ knowledge will have to be updated yearly. How many representatives will Mark have to employ and train to achieve the customer service level desired in part b? Do you prefer this alternative to simply hiring additional representatives? Why or why not?