You are a customer service manager in charge of call center

You are a customer service manager in charge of call center for a large utility company. Each customer service representative working at the center handles an average of 1calls per hour. The volume of calls is up 20% from last year, so you need to plan to handle 2,520 calls per day. The call center is open 10 hours per day. How many customer service representatives should you have staffing the phones at any given time?

Solution

Each Customer Service Representative handles 18 calls per hour or, 180 calls per day as the Call centre is open for 10 hours per day.Since there is a need to plan for 2520 calls per day, the number of Service Representatives reqired at any given time is 2520/180 = 14.The answer is F ---- 14