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 7:00 am time period, and assuming a 90% target CSR labor utilization rate, how many telephone calls can these 3 CSRs handle during this time period?
Utilization = Arrival (Demand) Rate/ [(Service Rate)(Number of Servers)] or
0.9 = AR/[(20 calls/hour)(3 CSR)] or AR = 54 calls/hour/CSR
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