A telephone center uses three customer service representative (CSR) during the 8:30 am to 9:00 am...
A telephone center uses three customer service representative (CSR) during the 8:30 am to 9:00 am time period. The standard service rate is 3 minutes per o;telephone call per CSR. Assuming a target labor utilization rate of 80 percent, how many calls can these three CSRs handle during this half-hour period?
Homework Answers
Service rate = 3 minutes/call or 10 calls/30 minutes/CSR
Utilization(U)= Demand Rate/[(Service Rate)(Number of Servers)]
0.80 = DR/[(10 calls/30minutes/CSR)(3 CSRs)
DR = (0.80)(30) = 24 calls/30 minutes
These three CSRs can handle 24 calls during this half hour period.
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