Question: Many angry customers are complaining about the long waits needed
Many angry customers are complaining about the long waits needed to get through to a call center. It appears that more service representatives are needed to answer the calls. Another option is to train the service representatives further to enable them to answer calls more efficiently. Some possible criteria for satisfactory levels of service have been proposed. Queueing theory needs to be applied to determine how the operation of the call center should be redesigned.
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