Problem 9-09 (Algorithmic)
Epsilon Airlines services predominantly the eastern and southeastern united States. The vast majority of Epsilon’s customers make reservations through Epsilon’s website, but a small percentage of customers make reservations via phones. Epsilon employs call center personnel to handle these reservations and to deal with website reservation system problems and for the rebooking of flights for customers whose plans have changed or whose travel is disrupted. Staffing the call center appropriately is a challenge for Epsilon’s management team. Having too many employees on hand is a waste of money, but having too few results in very poor customer service and the potential loss of customers.
Epsilon analysts have estimated the minimum number of call center employees needed by day of the week for the upcoming vacation season (June, July, and the first two weeks of August). These estimates are as follows: