Question
Scenario 1: Call Center A call center has a total of 10 telephone lines coming into its customer service department, which is staffed by 5
Scenario 1: Call Center
A call center has a total of 10 telephone lines coming into its customer service department, which is staffed by 5 customer service representatives. On average, 2 potential customers call every minute. Each customer service representative requires (on average) 2 minutes to serve a caller. After great deliberation, management has decided to add another line, increasing the total to 11.
- Will the number of potential customers getting a busy signal increase, decrease, or stay the same?
- Will the average flow time experienced by potential customers increase, decrease, or stay the same?
- Will the average utilization of the customer service representatives increase, decrease or stay the same?
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Introduction To Materials Management
Authors: Arnold J. R. Tony, Gatewood Ann K., M. Clive Lloyd N. Chapman Stephen
8th edition
9386873249, 134156323, 978-9386873248
