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    Call Center Process: Bottlenecks and Capacity

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    The figure attached shows the call routing process for a customer service call center. Incoming calls are routed to work center B or C depending on the caller's request. The numbers in parentheses are the times in minutes for each step of the process.

    a) What is the capacity per hour for the A-B-D-E process route? Explain your answer

    b) What is the capacity per hour for the A-C-D-E process route? Explain your answer.

    c) If 60% of the calls are routed to work center B and 40% are routed to work center C,
    what is the average capacity per hour for the process?

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    https://brainmass.com/business/business-management/call-center-process-bottlenecks-capacity-515122

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    a) The capacity through A-B-D-E would be 12 calls per hour because B would be the bottle ...

    Solution Summary

    Calculation of throughput for multi-point process in capacity per hour. This solution looks at various input and output levels.

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