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A wireless phone company customer service call center operating 24/7 handles an average of 20 calls per hour with an average duration of 3 minutes.

A wireless phone company customer service call center operating 24/7 handles an average of 20 calls per hour with an average duration of 3 minutes. To provide great customer service, is it sufficient to have one customer service representative on duty at all times? What factors should be taken into account when calculating staffing for this call center?

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