Two call centers, Call Center A and Call Center B, receive a similar

Two call centers, Call Center A and Call Center B, receive a similar number of calls daily. Call Center A’s current service level goal is to answer 90% of incoming calls within 10 seconds, while Call Center B’s current goal is to answer 70% of incoming calls within 30 seconds. Both call centers have been meeting these goals, and report agent idle times (the percentage of time their telephone representatives spend not talking to customers or doing post-call follow-up work) of 30% and 10%, respectively.

Given a certain amount of incoming calls, the more aggressive service level goals (i.e., a higher percentage of calls answered in a shorter amount of time) require more employees and a higher agent idle time, while less aggressive goals can be met with fewer employees and a less agent idle time. If idle time is too high, then a company is wasting too much money on idle employees, while if idle time is too low, then a company risks burning out its employees.

Assuming any new service level goal between answering 70% of incoming calls within 30 seconds and answering 90% of incoming calls within 10 seconds would be acceptable to both companies, select an action that Company A could take in order to decrease its agent idle time, and an action that Company B could take in order to lower its risk of employee burn-out. Make only one selection in each column.

Call Center A	Call Center B
		Maintain its service level goal and decrease its staffing level.
		Increase its service level goal and maintain its staffing level.
		Maintain its service level goal and increase its staffing level.
		Lower its service level goal and maintain its staffing level.
		Lower its service level goal and decrease its staffing level.