Shriya M - PGP38257 - Section E

QAM III Assignment

Staffing a Call Centre

Parts ABC
Given:
Computing requirements for calls to be answered in English
Workers
Average Total Calls in Operator
Required Operator
Number calls English Wage Wage/ throughput
Work Shift (Total throughput 6 12
of during (80% of rate/hr shift during shift
calls/thro (calls/hr)
Calls/hr the shift demand) ughput) (calls/hr)

7 AM to 9 AM 40 80 64 10 20 5.333
9 AM to 11 AM 85 170 136 10 20 11.333 Calls in English can be answered by both full time and
11 AM to 1 PM 70 140 112 10 20 9.333 part time employees
1 PM to 3 PM 95 190 152 10 20 12.667
3 PM to 5 PM 80 160 128 10 20 10.667
5 PM to 7 PM 35 70 56 12 24 4.667
7 PM to 9 PM 10 20 16 12 24 1.333

Modelling:
Full time workers Part time workers
Possible Shifts 7am-3pm 9am-5pm 11am-7pm 1pm-9pm 3pm-7pm 5pm-9pm
6 13 0 4 0 0 0 2 5 0
7 AM to 9 AM 1 0
9 AM to 11 AM 0 1 1 0
11 AM to 1 PM 1 0 0 1 1 0
1 PM to 3 PM 0 1 1 0 0 1 1 0
3 PM to 5 PM 0 1 1 0 0 1 1
5 PM to 7 PM 0 1 1 0 1 1
7 PM to 9 PM 0 1 1
 Number
Demand for Wage
Available Workers Total Cost of Cost
workers rate
workers

7 AM to 9 AM 6 >= 5.33333333333333 7 AM to 9 AM 20 6 120

9 AM to 11 AM 13 >= 11.3333333333333 9 AM to 11 AM 20 13 260
11 AM to 1 PM 10 >= 9.33333333333333 11 AM to 1 PM 20 10 200
1 PM to 3 PM 13 >= 12.6666666666667 1 PM to 3 PM 20 13 260
3 PM to 5 PM 11 >= 10.6666666666667 3 PM to 5 PM 20 11 220
5 PM to 7 PM 5 >= 4.66666666666667 5 PM to 7 PM 24 5 120
7 PM to 9 PM 2 >= 1.33333333333333 7 PM to 9 PM 24 2 48

Total cost 1228

Computing requirements for calls to be answered in Spanish

Workers
Average Total Calls in Operator
Required Operator
Number calls Spanish Wage Wage/ throughput
Work Shift (Total throughput 6 12
of during (20% of rate/hr shift calls/thro during shift
(calls/hr)
Calls/hr the shift demand) (calls/hr)
ughput)

7 AM to 9 AM 40 80 16 10 20 1.333333
9 AM to 11 AM 85 170 34 10 20 2.833333 Calls in Spanish can be answered by only full time
11 AM to 1 PM 70 140 28 10 20 2.333333
1 PM to 3 PM 95 190 38 10 20 3.166667
3 PM to 5 PM 80 160 32 10 20 2.666667
5 PM to 7 PM 35 70 14 12 24 1.166667
7 PM to 9 PM 10 20 4 12 24 0.333333
Modelling:
Full time workers Part time workers
Possible Shifts 7am-3pm 9am-5pm 11am-7pm 1pm-9pm 3pm-7pm 5pm-9pm
2 3 0 1 1 2 0 1 0 0
7 AM to 9 AM 1 0
9 AM to 11 AM 0 1 1 0
11 AM to 1 PM 1 0 0 1 1 0
1 PM to 3 PM 0 1 1 0 0 1 1 0
3 PM to 5 PM 0 1 1 0 0 1 0
5 PM to 7 PM 0 1 1 0 0 0
7 PM to 9 PM 0 1 0

Demand Number
Wage
Available Workers for Total Cost of Cost
rate
workers workers

7 AM to 9 AM 2 >= 1.333333 7 AM to 9 AM 20 2 40
9 AM to 11 AM 3 >= 2.833333 9 AM to 11 AM 20 3 60
11 AM to 1 PM 4 >= 2.333333 11 AM to 1 PM 20 4 80
1 PM to 3 PM 5 >= 3.166667 1 PM to 3 PM 20 5 100
3 PM to 5 PM 3 >= 2.666667 3 PM to 5 PM 20 3 60
5 PM to 7 PM 2 >= 1.166667 5 PM to 7 PM 24 2 48
7 PM to 9 PM 1 >= 0.333333 7 PM to 9 PM 24 1 24

Total cost 412

Total cost of hiring 1640

 Parts D
Given:
Computing requirements for calls to be answered in English
Workers Operator
Calls in Operator
Average Total calls Required throughp
English Wage throughp
Work Shift Number of during the Wage/shift (Total 6 ut during 12
(80% of rate/hr ut
Calls/hr shift demand) calls/thro (calls/hr) shift
ughput) (calls/hr)
Calls in English can be
7 AM to 9 AM 40 80 64 10 20 5.333333 answered by both full time and
part time employees and only 1
9 AM to 11 AM 85 170 136 10 20 11.33333 employee is available to join at
11 AM to 1 PM 70 140 112 10 20 9.333333 1 pm
1 PM to 3 PM 95 190 152 10 20 12.66667
3 PM to 5 PM 80 160 128 10 20 10.66667
5 PM to 7 PM 35 70 56 12 24 4.666667
7 PM to 9 PM 10 20 16 12 24 1.333333

Modelling:
Full time workers Part time workers
Possible Shifts 7am-3pm 9am-5pm 11am-7pm 1pm-9pm 3pm-7pm 5pm-9pm
6 13 0 6 0 0 0 1 4 1
7 AM to 9 AM 1 0
9 AM to 11 AM 0 1 1 0
11 AM to 1 PM 1 0 0 1 1 0
1 PM to 3 PM 0 1 1 0 0 1 1 0
3 PM to 5 PM 0 1 1 0 0 1 1
5 PM to 7 PM 0 1 1 0 1 1
7 PM to 9 PM 0 1 1
 Only one English
Demand Additional speaking operator
Available Workers for
constraint available to join at 1
workers 1 <= 1
pm

7 AM to 9 AM 6 >= 5.333333
9 AM to 11 AM 13 >= 11.33333
11 AM to 1 PM 12 >= 9.333333
1 PM to 3 PM 13 >= 12.66667
3 PM to 5 PM 11 >= 10.66667
5 PM to 7 PM 5 >= 4.666667
7 PM to 9 PM 2 >= 1.333333

Number of
Total Cost Wage rate Cost
workers

7 AM to 9 AM 20 6 120
9 AM to 11 AM 20 13 260 Total cost 1268
11 AM to 1 PM 20 12 240
1 PM to 3 PM 20 13 260
3 PM to 5 PM 20 11 220
5 PM to 7 PM 24 5 120
7 PM to 9 PM 24 2 48
Computing requirements for calls to be answered in Spanish
Workers Operator
Calls in Operator
Average Total calls Required throughp
Work Shift Number of during the Spanish Wage Wage/shift (Total throughp 6 ut during 12
(20% of rate/hr ut
Calls/hr shift calls/thro (calls/hr) shift
demand)
ughput) (calls/hr)
7 AM to 9 AM 40 80 16 10 20 1.333333

9 AM to 11 AM 85 170 34 10 20 2.833333 Calls in Spanish can be answered by only

full time
11 AM to 1 PM 70 140 28 10 20 2.333333
1 PM to 3 PM 95 190 38 10 20 3.166667
3 PM to 5 PM 80 160 32 10 20 2.666667
5 PM to 7 PM 35 70 14 12 24 1.166667
7 PM to 9 PM 10 20 4 12 24 0.333333

Full time workers Part time workers

Possible Shifts 7am-3pm 9am-5pm 11am-7pm 1pm-9pm 3pm-7pm 5pm-9pm
2 3 0 1 1 2 0 1 0 0
7 AM to 9 AM 1 0
9 AM to 11 AM 0 1 1 0
11 AM to 1 PM 1 0 0 1 1 0
1 PM to 3 PM 0 1 1 0 0 1 1 0
3 PM to 5 PM 0 1 1 0 0 1 0
5 PM to 7 PM 0 1 1 0 0 0
7 PM to 9 PM 0 1 0
 Demand Wage Number
Available Workers for Total Cost of Cost
rate
workers workers

7 AM to 9 AM 2 >= 1.333333 7 AM to 9 AM 20 2 40
9 AM to 11 AM 3 >= 2.833333 9 AM to 11 AM 20 3 60
11 AM to 1 PM 4 >= 2.333333 11 AM to 1 PM 20 4 80
1 PM to 3 PM 5 >= 3.166667 1 PM to 3 PM 20 5 100
3 PM to 5 PM 3 >= 2.666667 3 PM to 5 PM 20 3 60
5 PM to 7 PM 2 >= 1.166667 5 PM to 7 PM 24 2 48
7 PM to 9 PM 1 >= 0.333333 7 PM to 9 PM 24 1 24

Total cost 412

Total cost of hiring 1680

Part E
Given:
Computing requirements for Bilingual operators
Workers Operator
Average Total calls Required Operator throughp
Work Shift Number during Wage Wage/ (Total throughp 6 ut during 12
of rate/hr shift ut
the shift calls/thro shift
Calls/hr (calls/hr)
ughput) (calls/hr)
7 AM to 9 AM 40 80 10 20 6.666667
9 AM to 11 AM 85 170 10 20 14.16667 Calls in English can be answered by both fu
11 AM to 1 PM 70 140 10 20 11.66667
1 PM to 3 PM 95 190 10 20 15.83333
3 PM to 5 PM 80 160 10 20 13.33333
5 PM to 7 PM 35 70 12 24 5.833333
7 PM to 9 PM 10 20 12 24 1.666667
Modelling:
Full time workers Part time workers
Possible Shifts 7am-3pm 9am-5pm 11am-7pm 1pm-9pm 3pm-7pm 5pm-9pm
7 10 5 7 0 0 1 2 5 0
7 AM to 9 AM 1 0
9 AM to 11 AM 0 1 1 0
11 AM to 1 PM 1 0 0 1 1 0
1 PM to 3 PM 0 1 1 0 0 1 1 0
3 PM to 5 PM 0 1 1 0 0 1 1
5 PM to 7 PM 0 1 1 0 1 1
7 PM to 9 PM 0 1 1
 Demand for Wage Number
Available Workers Total Cost of Cost
workers rate
workers

7 AM to 9 AM 7 >= 6.666666667 7 AM to 9 AM 20 7 140

9 AM to 11 AM 15 >= 14.16666667 9 AM to 11 AM 20 15 300
11 AM to 1 PM 14 >= 11.66666667 11 AM to 1 PM 20 14 280
1 PM to 3 PM 16 >= 15.83333333 1 PM to 3 PM 20 16 320
3 PM to 5 PM 14 >= 13.33333333 3 PM to 5 PM 20 14 280
5 PM to 7 PM 6 >= 5.833333333 5 PM to 7 PM 24 6 144
7 PM to 9 PM 2 >= 1.666666667 7 PM to 9 PM 24 2 48

Total cost 1512

Part G
Given:
Computing requirements for Bilingual operators
Workers Operator
Average Total calls Required Operator throughpu
Work Shift Number of during the Wage Wage/ (Total throughpu 6 t during 12
rate/hr shift
Calls/hr shift calls/thro t (calls/hr) shift
ughput) (calls/hr)
7 AM to 9 AM 40 80 10.846561 21.693122 6.6666667
9 AM to 11 AM 85 170 10.846561 21.693122 14.166667 Calls in English can be answered by both full time and
11 AM to 1 PM 70 140 10.846561 21.693122 11.666667 part time employees
1 PM to 3 PM 95 190 10.846561 21.693122 15.833333
3 PM to 5 PM 80 160 10.846561 21.693122 13.333333
5 PM to 7 PM 35 70 13.015873 26.031746 5.8333333
7 PM to 9 PM 10 20 13.015873 26.031746 1.6666667
Modelling:
Full time workers Part time workers
Possible Shifts 7am-3pm 9am-5pm 11am-7pm 1pm-9pm 3pm-7pm 5pm-9pm
7 10 5 7 0 0 1 2 5 0
7 AM to 9 AM 1 0
9 AM to 11 AM 0 1 1 0
11 AM to 1 PM 1 0 0 1 1 0
1 PM to 3 PM 0 1 1 0 0 1 1 0
3 PM to 5 PM 0 1 1 0 0 1 1
5 PM to 7 PM 0 1 1 0 1 1
7 PM to 9 PM 0 1 1
 Demand Number of
Available Workers for Total Cost Wage rate Cost
workers
workers

7 AM to 9 AM 7 >= 6.6666667 7 AM to 9 AM 21.693122 7 151.8519

9 AM to 11 AM 15 >= 14.166667 9 AM to 11 AM 21.693122 15 325.3968
11 AM to 1 PM 14 >= 11.666667 11 AM to 1 PM 21.693122 14 303.7037
1 PM to 3 PM 16 >= 15.833333 1 PM to 3 PM 21.693122 16 347.0899
3 PM to 5 PM 14 >= 13.333333 3 PM to 5 PM 21.693122 14 303.7037
5 PM to 7 PM 6 >= 5.8333333 5 PM to 7 PM 26.031746 6 156.1905
7 PM to 9 PM 2 >= 1.6666667 7 PM to 9 PM 26.031746 2 52.06349

Total cost 1640

Total Cost 1640 (in absence of multilingual employees)

Normal
Wage Rate 10.846561 Original 10

OverTime Original
Wage Rate 13.015873 Overtime 12

% increase 8.466%