A small call center normally has 6 employees answering calls while open. On aver

Question

A small call center normally has 6 employees answering calls while open. On average, 5 calls arrive every 5 minutes. Under normal operating conditions each employee on average handles each call in 3.9 minutes. But today, one employee has the flu and they need to operate with 5 employees during this time. The manager is nervous that they may be supply constrained and so she directs her employees to hurry up their processing of calls today. What is the maximum average processing time for each call that they need to achieve today so that they have a stable queue? Round to one decimal place. minutes

Explanation / Answer

Given,

Avergae calls every 5 minutes = 5

Hence, a = 5/6 (where 6 is the number of employees)

NUmber of employees present today (m) = 5

Putting values in the formula =

1 = p/(a x m)

1 = p /(5/6) x 5)

1 = p/(0.83 x 5)

p = 4.1 ....Answer

Hence average processing time shuold be now 4.1 minutes.

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