Seventy-Five Percent of Calls Arriving at a Help Line Can

question 36

Essay

Seventy-five percent of calls arriving at a help line can be handled by the person who answers the phone, but the remaining 25% of them will need to be referred to someone else. Assume that every call requires one minute of attention by the person who answers the phone (either to answer the question or to figure out how the referral should be handled). Calls that are referred need an additional amount of time, as given in the table below.
Callers are served on a first come, first served basis, and are put on hold until the line is free. Use the random numbers to simulate what happens to 10 callers. (Use the random numbers in order - from left to right, first row first - as you need them.) What percentage of your callers needs to be referred? Of those who had to be referred, what is the average referral time?

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Definitions:

Business Card

A small card printed with a person's name, professional occupation, company position, business address, and other contact information.

Defensive Behaviour

Actions or reactions aimed at protecting oneself from perceived threats or criticism.

Scapegoating

A process of assigning blame to an individual or group, often unfairly, to deflect accountability or responsibility away from others.

Overconforming

A behavioral pattern where individuals adhere excessively to norms or rules, often going beyond what is required or expected.