For a Marriott Hotel Call Center, the Expected Service Rate

question 58

Essay

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?

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Definitions:

Field Research

The collection of raw data outside of a lab, workspace, or controlled environment, often in its natural setting.

Descriptive

Pertaining to the detailed description of characteristics, behaviors, or phenomena, without attempting to influence or change them.

Experimental

Pertaining to a method of research in science that involves the manipulation of variables to test a hypothesis and observe the effects.

Confidence Interval

A statistical measure that provides, with a specified probability, a range of values within which a population mean is likely to lie.