Question

"A call center has a total of 12 telephone lines coming into its customer service department, which is staffed by 5 customer service representatives. On average, 2 potential customers call every minute. Each customer service representative requires, on average, 2 minutes to serve a caller. After great deliberation, management has decided to add another line, increasing the total to 13. As a result, the call center can expect the following:"
a. The proportion of potential customers getting a busy signal will
1. Increase
2. decrease
3. be unchanged

b. Average flow time experienced by customers will
1. Increase
2. decrease
3. be unchanged
c. Average utilization of customer service representatives will

1. Increase
2. decrease
3. be unchanged

Answer 1

Answer:

A...increase

B...be unchanged

C....increase

Explanation:

It should be understood that it is only the telephone lines that was increased and not the number of the customer representatives, and also the number of the time they were using to attend to each customer was not reduced. So in this case, the number of customers that will be experience delay will definitely increase, why the time spent on phone by the customer representatives will remained unchanged, and the customer representatives utilization will increase too.