One option Pets-R-awesOMe is considering for its call center is to cross-train the two staff so they can both take orders or solve problems. In this case, all customers (i.e., those wishing to place an order and those wanting to report a problem) will join a single line and will be served by the first operator available. Each staffer after cross-training will be paid $16 per hour and will serve customers at the same rate as in part a). Arrivals are not expected to change for each type of call. The opportunity cost of waiting for a representative will still be $20 per hour.

Should Pets-R-awesOMe implement this system or keep the existing call center format (part a)? Justify your answer by calculating the total cost of each option.