For a Marriott hotel call center, the expected service rate was 3.0 minutes per telephone call per customer service representative (CSR). With 3 telephone CSRs on-duty during the 6:30 to 7:00A.m. time period, and assuming a 90% target CSR labor utilization rate, how many telephone calls can these 3 CSRs handle during this time period?
A) More than 5 but less than or equal to 10 customers per hour
B) More than 10 but less than or equal to 15 customers per hour
C) More than 15 but less than or equal to 20 customers per hour
D) More than 20 customers per hour

Question

Quizplus · Accepted Answer

Given a service rate of 3.0 minutes per call, a CSR can handle 20 calls per hour (60 minutes / 3 minutes per call = 20 calls). With 3 CSRs, theoretically, they can handle 60 calls per hour (20 calls * 3 CSRs). However, considering a 90% target labor utilization rate, the actual capacity is 90% of 60, which equals 54 calls per hour. Since the question asks for the capacity within a 30-minute window, this capacity is halved to 27 calls (54 calls / 2). Therefore, the correct answer is D) More than 20 customers per hour, as 27 calls in 30 minutes translate to more than 20 calls per hour.

For a Marriott Hotel Call Center, the Expected Service Rate