A call center has a total of 12 telephone lines coming into its customer service department, which is staffed by 5 customer service representatives. On average, 2 potential customers call every minute. Each customer service representative requires, on average, 2 minutes to serve a caller. After great deliberation, management has decided to add another line, increasing the total to 13. As a result, the call center can expect the following:
a. The proportion of potential customers getting a busy signal will 1) increase 2) decrease or 3) remain unchanged
b. Average flow time experienced by customers will 1) increase 2) decrease 3) remain unchanged
c. Average utilization of customer service representatives will 1) increase 2) decrease 3) be unchanged