Call Centre Services (CCS) operates two divisions: a call centre that answers incoming customer service calls on behalf of its clients; and a telemarketing operation that makes outgoing sales calls to seek new business for its clients. In the call centre, each operator can handle on average about 6,000 calls per annum.
Although staff are allocated to one division or the other, when there is a high volume of incoming calls sales staff from the telemarketing division assist customer service staff in the call centre division. This is the result of a recruitment 'freeze' being in place.
The finance department has produced the information shown in Table 12.10.

What conclusions can you draw about the performance of the two divisions?

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Table 12.10 Call Centre Services. Number of calls Fee per call Call centre Telemarketing Total 70,000 25,000 5 10