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:

Decreasing-Cost Industry

An industry where the unit cost of production decreases as the industry's output increases, often due to economies of scale.

Average Total Cost

The total cost of production (fixed plus variable costs) divided by the number of units produced.

Long-Run Adjustments

Refers to changes that firms in an industry make in response to economic opportunities or constraints, involving adjustments in production capacity or resource utilization over time.

Marginal Revenue

The extra revenue obtained by selling an additional unit of a product or service.