Homework SourseThe manager of an overseas Call center is interested in expa
The manager of an overseas Call center is interested in expanding operations in North America and is striving to provide quality service. They have collected data to monitor their service during the peak times of the week. Their data shows that they receive 100 customer calls per hour. Given their currect capacity in number of operators, phone lines available, and the typical time it takes to serve a customer, they testimate they can serve on average about 150 customer calls per hour.
| The manager of an overseas Call center is interested in expanding operations in North America and is striving to provide quality service. They have collected data to monitor their service during the peak times of the week. Their data shows that they receive 100 customer calls per hour. Given their currect capacity in number of operators, phone lines available, and the typical time it takes to serve a customer, they testimate they can serve on average about 150 customer calls per hour. |
Solution
Call arrival rate is 100 customers per hour
Service rate is 150 customers per hour
% Service Utilization 100/150 (%) = 66.67%
Call center is operating in Zone of service
