A call center handles calls for two customer types. Type 1 customers call with c
ID: 326681 • Letter: A
Question
A call center handles calls for two customer types. Type 1 customers call with credit card?related questions and type 2 customers call with questions related to online account opening. On a busy day the call center receives 60 calls per hour from type 1 customers and 30 calls per hour from type 2 customers. It takes on average 2 minutes to service both kinds of calls. Assume the coefficient of variations for both inter?arrival time and processing time are 1. Consider the following three process designs to organize a call center with 12 employees: 1 . 6 employees handle type 1 calls; the other 6 employees handle type 2 calls 2. 8 employees handle type 1 calls; 4 employees type 2 calls 3. 12 persons (cross?trained) handle all calls CCD1. Which of the three process designs leads to the shortest and longest average waiting times for a random incoming request (assume a random incoming request has a 2/3 chance being type 1 call and a 1/3 chance being type 2 call)? Please provide your calculation. a. 1 is the shortest, 2 is the longest b. 2 is the shortest, 1 is the longest c. 3 is the shortest, 2 is the longest d. 2 is the shortest, 3 is the longest e. 3 is the shortest, 1 is the longest f. 1 is the shortest, 3 is the longest g. 3 is the shortest, 1 and 2 are the same h. Cannot be determined i. None of the above
A call center handles calls for two customer types. Type 1 customers call with credit card-related questions and type 2 customers call with questions related to online account opening. On a busy day the call center receives 60 calls per hour from type 1 customers and 30 calls per hour from type 2 customers. It takes on average 2 minutes to service both kinds of calls. Assume the coefficient of variations for both inter-arrival time and processing time are 1 Consider the following three process designs to organize a call center with 12 employees: 1. 6 employees handle type 1 calls; the other 6 employees handle type 2 calls 2. 8 employees handle type 1 calls; 4 employees type 2 calls 3. 12 persons (cross-trained) handle all calls CCD1. Which of the three process designs leads to the shortest and longest average waiting times for a random incoming request (assume a random incoming request has a 2/3 chance being type 1 call and a 1/3 chance being type 2 call)? Please provide your calculation. a. 1 is the shortest, 2 is the longest b. 2 is the shortest, 1 is the longest c. 3 is the shortest, 2 is the longest d. 2 is the shortest, 3 is the longest e. 3 is the shortest, 1 is the longest f. 1 is the shortest, 3 is the longest g. 3 is the shortest, 1 and 2 are the same h. Cannot be determined i. None of the aboveExplanation / Answer
As per the questions
Type 1= 60 /hr
type 2=30/hr
the coefficient of variation =1
chance of type 1=2/3
chance of type 2= 1/3
e) 3 is the shortest and 1 is the longest( 12 people cross-trained trained in both the sectors handling type 1 a type 2 would be preferable as the waiting time is less and 6 employees handle type 1 calls and 6 employee handle type 2 calls as only assigned six for type 1 and approx of 60 /hour the waiting time is much greater than compared to process 2 ).
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