Customer calls arrive according to poisson process

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Reference no: EM132179227

The Northern Emergency Computer Support has a call center with 10 customer service rep- resentatives. Historical statistics show that the durations of customer calls are exponentially distributed, and the average call duration is 20 minutes. Customer calls arrive according to a Poisson process. The arrival rate is 18 customer calls per hour (on average). Use approximation formulas for your calculation. a. How long, on average, does a customer have to wait (before a representative picks up his or her call)? b. The Northern Emergency Computer Support is going to merge with the Southern Emer- gency Computer Support, which also has a call center with 10 customer service represen- tatives and faces the exact same customer demand pattern. While the managers want to maintain the same waiting time criteria—average waiting time to be less than 1 minute, a consultant points out that after the merger, the company can in fact re 3 representatives and retain only 17 customer service representatives. Is the consultant correct?

Reference no: EM132179227

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