It takes a service rep an average of two and a half minutes to take a customer's information. Over the course of a work week, the rep handles 160 calls a day during her eight hour shift. What is the service rep's capacity cushion?
A) 16%
B) 33%
C) 50%
D) 66%

Question

Quizplus · Accepted Answer

The service rep's capacity cushion is calculated by finding the difference between the maximum capacity and the actual output, then dividing by the maximum capacity. An eight-hour shift is 480 minutes. At 2.5 minutes per call, the maximum number of calls the rep could handle is 480 / 2.5 = 192 calls. The rep actually handles 160 calls. The capacity cushion is (192 - 160) / 192 = 32 / 192 = 16.67%, which rounds to 16%.

It Takes a Service Rep an Average of Two and a Half