For a Marriott Hotel Call Center, the Expected Service Rate

question 57

Multiple Choice

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

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Definitions:

Crude Oil

A natural, unrefined petroleum product composed of hydrocarbon deposits and other organic materials.

Crude Oil Refinement

The industrial process of transforming crude oil into useful products such as gasoline, diesel, and other petrochemicals.

Diesel Fuel

A type of fuel derived from crude oil and used in diesel engines, known for its energy efficiency compared to gasoline.

Gasoline Fraction

A specific range of hydrocarbons derived from petroleum refining used primarily as fuel in internal combustion engines.