Call_operator

# Call_operator - CALL CENTER W.L.Brown, a direct marketer of...

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CALL CENTER W.L.Brown, a direct marketer of women's clothing, needs to determine how many telephone operators to schedule during each part of the day. W.L.Brown estimates that the number of phone calls received each hour of a typical 8-hour shift can be described by the probability distribution on the Model sheet. Each operator can handle 15 calls per hour and costs the company \$20 per hour. Each phone call that is not handled is assumed to cost the company \$6 in lost profit. Considering the options of emplying 6,8,10,11,13,14 or 20 operators, use simulation to determine the number of operators that minimizes the expected hourly cost (labor costs plus lost profits).

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Call Center Operators Distribution of number of calls per hour Calls Probability 0 0.10 80 0.10 0.11 0.50 120 0.40 0.51 0.80 160 0.30 0.81 0.95 200 0.15 0.96 1.00 300 0.05 Calls per hour per operator 15 Cost per hour per operator \$20 Cost per lost call \$6 Values to try Number of operators 6 6 8 10 Simulation Number of calls Lost calls Lost call cost Operator cost Total cost 1 80 0 \$0 \$120 \$120 2 300 210 \$1,260 \$120 \$1,380 3 120 30 \$180 \$120 \$300 4 120 30 \$180 \$120 \$300 5 160 70 \$420 \$120 \$540 6 80 0 \$0 \$120 \$120 7 200 110 \$660 \$120 \$780 8 300 210 \$1,260 \$120 \$1,380 9 120 30 \$180 \$120 \$300 10 200 110 \$660 \$120 \$780 11 120 30 \$180 \$120 \$300 12 300 210 \$1,260 \$120 \$1,380 13 80 0 \$0 \$120 \$120 14 200 110 \$660 \$120 \$780 15 80 0 \$0 \$120 \$120 16 160 70 \$420 \$120 \$540 17 120 30 \$180 \$120 \$300 18 160 70 \$420 \$120 \$540 19 200 110 \$660 \$120 \$780 20 120 30 \$180 \$120 \$300 21 120 30 \$180 \$120 \$300 22 120 30 \$180 \$120 \$300 23 160 70 \$420 \$120 \$540 24 160 70 \$420 \$120 \$540 25 160 70 \$420 \$120 \$540 26 120 30 \$180 \$120 \$300 27 120 30 \$180 \$120 \$300 28 120 30 \$180 \$120 \$300 29 160 70 \$420 \$120 \$540 30 200 110 \$660 \$120 \$780 31 120 30 \$180 \$120 \$300 32 160 70 \$420 \$120 \$540 33 200 110 \$660 \$120 \$780 34 160 70 \$420 \$120 \$540 35 200 110 \$660 \$120 \$780 I ran 1000 itera the numbers of 13 operators is
36 120 30 \$180 \$120 \$300 37 160 70 \$420 \$120 \$540 38 200 110 \$660 \$120 \$780 39 120 30 \$180 \$120 \$300 40 120 30 \$180 \$120 \$300 41 160 70 \$420 \$120 \$540 42 160 70 \$420 \$120 \$540 43 120 30 \$180 \$120 \$300 44 160 70 \$420 \$120 \$540 45 120 30 \$180 \$120 \$300 46 120 30 \$180 \$120 \$300 47 120 30 \$180 \$120 \$300 48 160 70 \$420 \$120 \$540 49 80 0 \$0 \$120 \$120 50 120 30 \$180 \$120 \$300 51 200 110 \$660 \$120 \$780 52 120 30 \$180 \$120 \$300 53 120 30 \$180 \$120 \$300 54 120 30 \$180 \$120 \$300 55 300 210 \$1,260 \$120 \$1,380 56 80 0 \$0 \$120 \$120 57 160 70 \$420 \$120 \$540 58 120 30 \$180 \$120 \$300 59 160 70 \$420 \$120 \$540 60 160 70 \$420 \$120 \$540 61 120 30 \$180 \$120 \$300 62 300 210 \$1,260 \$120 \$1,380 63 120 30 \$180 \$120 \$300 64 120 30 \$180 \$120 \$300 65 160 70 \$420 \$120 \$540 66 120 30 \$180 \$120 \$300 67 160 70 \$420 \$120 \$540 68 120 30 \$180 \$120 \$300 69 300 210 \$1,260 \$120 \$1,380 70 120 30 \$180 \$120 \$300 71 160 70 \$420 \$120 \$540 72 160 70 \$420 \$120 \$540 73 200 110 \$660 \$120 \$780 74 200 110 \$660 \$120 \$780 75 160 70 \$420 \$120 \$540 76 120 30 \$180 \$120 \$300 77 120

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## This note was uploaded on 05/31/2009 for the course MBA 4500 taught by Professor Eyupcetin during the Spring '09 term at Istanbul Technical University.

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Call_operator - CALL CENTER W.L.Brown, a direct marketer of...

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