Manpower Planning for a Telephone Service Department

Telephone communication is one of the major means by which many organizations serve their customers. The common problem of every telephone service department is the assignment of the proper number of representatives who have to respond to customers' calls; too few would produce a low level of service, while too many would produce a high level of service but the efficiency would be low.

The objective of this study is to demonstrate an approach that can and has been used as guideline for improving manpower planning in a large telephone department.