Model the flow of customers through the call center. Assume that an average of 100 customers per hour call the center. Also, assume that the call center is operated by six CSRs, three running consultants, and six billing clerks. Calculate the input rate (events/hour) and the average time per event for each of the three departments. Calculate the average utilization, for each of the three departments given the current staffing levels. What should Mr. Watterson do to improve performance?