Suppose you manage a call center that handles customer service calls for a credit card

company. Because of the high call volumes, you find that your operators are very highly utilized.

This causes a build$-$up of $$inventory$,$ i$.$e$.,$ angry customers who are on hold for long periods of

time. There is a high level of variability in the amount of time each customer call takes. You are

considering two alternatives to improve the process:

$$ Add capacity by hiring more operators.

$$ Reduce the variability in caller service times.

What impact will these two improvements have on the number of callers put on hold? If the second

option is implemented, will this reduce or increase the need to add capacity? Briefly justify both

answers in five and fewer sentences.