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:

Possible Selves

Self-schemas for whom one may be in the future; these include the ideal self and the ought self.

Promotion Focus

An orientation to actively pursue valued goals thought to arise when we compare our actual self to our ideal self.

Ideal Self

A person's conception of how they would like to be, often serving as a standard for self-guidance and evaluation.

Prevention Focus

An orientation to avoid doing harm thought to arise when we compare our actual self to our ought self.