b$)(10$ points$)$ One option Pets$-$R$-$awesOMe is considering for its call center is to cross$-$train the two staff so they can both take orders or solve problems. In this case, all customers $($i$.$e$.,$ those wishing to place an order and those wanting to report a problem$)$ will join a single line and will be served by the first operator available. Each staffer after cross$-$training will be paid $$16$ per hour and will serve customers at the same rate as in part a$).$ Arrivals are not expected to change for each type of call. The opportunity cost of waiting for a representative will still be $$20$ per hour.

Should Pets$-$R$-$awesOMe implement this system or keep the existing call center format $($part a$)?$ Justify your answer by calculating the total cost of each option. Please show your work.