A telephone call center uses four customer service representatives (CSRs) during the 10:30 a.m. to 11:00 a.m. time period. The standard service rate is 3.0 minutes per telephone call per CSR. Assuming a target utilization rate of 70 percent, how many calls can the four CSRs handle during this half-hour period?
Formula:
U = Demand Rate/[Service Rate×Number of Servers]