Customer service hotline, Most complaints logged by Galaxy

Customer service hotline

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Reference no: EM133970032

Question

Galaxy is an Ann Arbor-based call center. Most complaints logged by Galaxy customers are related to the service they receive when they call the customer service hotline. The metric that Galaxy tracks is the hold time (total time a customer is put on hold). Most complaints about wait times are logged when there is only one call agent during the day, which is 8 hours long. The rate of incoming calls is 6.9 per day. A call center agent, Bill works every day (and he is the only agent in the call center). The company determines that the calls arrive in a Poisson manner (hence the coefficient of variation of arrivals is 1). The average number of calls that Bill can process per workday is 13.9. Assume that coefficient of variation of service is

1. What is the average hold time in minutes when Bill is working? (Round to the closest integer, e.g., 42)

Reference no: EM133970032

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