Reference no: EM13954565
The following information is available about the operations of a call center.
There are three departments in this call center:
Sales Department that handles all calls related to placing new orders, and has 10 representatives.
Return Department that handles all calls related to product return requests from customers, and has 8 representatives.
Service Department that handles all other types of calls, mainly including warranty and billing issues, and has 9 representatives.
On average,
Each representative in the Sales Department takes 5 minutes to answer one call;
Each representative in the Return Department takes 6 minutes to answer one call; and
Each representative in the Service Department takes 10 minutes to answer one call (regardless of call type).
On average, the call center receives 200 calls per hour, where 50% of the calls are for the Sales Department, 26% of the calls are for the Return Department, 18% of the calls are for warranty related issues, and the rest of the 6% are for billing related issues.
Calculate the utilization of the three departments.
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