Average number of callers waiting in the virtual line

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Reference no: EM132232366

Call Center - Suppose that a call center is set up such that if all lines are busy, the caller is put on hold (and as we know, gets to listen to commercials or bad music while waiting). When a service representative becomes available, the first caller in line is connected on a FIFO basis. Assume the call center receives on average 300 calls per hour, the mean call duration is 5 minutes, and the center currently has a bank of 26 phone lines with 26 service representatives.

a. For the current system, what is the average number of callers waiting in the virtual line?

b. For the current system, what is the average time (minutes) a caller waits before being connected to a service representative?

c. Suppose the center wants to limit wait time in line to no more than one minute on average. What is the minimum number of phone lines (and service reps) that the call center must have?

d. Suppose instead that the center would like no more than 3% of the calls to be queued, that is, that at least 97% of calls do not wait – at all. This means at least 97% of calls go straight to service. For this condition, what is the minimum number of phone lines (and service reps) that the call center must have?

Reference no: EM132232366

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