2 call centers - spartanburg and phoenix.. spartanburg AHT 10 min / call and $15/hr phoenix AHT 15 min/call and $10/hr randomly assigned calls 1) how would you compare agent performance across locations? 2) what would you think if calls are not randomized? how would you compare? 3) How many agents at each site to have 20M calls and 14$hr as cost? Ans: set up 2 equations 4) to minimize cost, how would you staff? Ans: staff at location with least cost per call 5) Why it makes sense business sense to have call center at both places instead of one?
