For Exercise 3.21, management estimates that the customer delay cost ranges from $120 to $160. How much

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For Exercise 3.21, management estimates that the customer delay cost ranges from $120 to $160. How much difference will the estimate effect the staffing levels?

Data From Exercise 3.21:

A call center has 600 calls (arrivals) per hour. Average service time for a call is 6 minutes. Management has determined that the cost to staff an agent is $9.50 per hour. In addition, the cost of delaying a customer 1 hour is roughly $158. Use Equation 3.92 to determine the service value β. Use the square root staffing formula to determine the appropriate staffing level.

Equation 3.92:

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Related Book For  book-img-for-question

Service Systems Engineering And Management

ISBN: 978-0367781323

1st Edition

Authors: A. Ravi Ravindran ,Paul M. Griffin ,Vittaldas V. Prabhu

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