First Wealth Bank outsourced its customer interactive services operations to Customer Calling Services (CCS) about 5 years ago. First Wealth Bank guaranteed a minimum volume of 300,000 calls per year at a rate of $4.50 USD. Over the last two years, the service performance of CCS has deteriorated to such an extent that First Wealth Bank is considering canceling the contract. CCS has been collecting data on the duration of the representatives' availability to answer the calls and the hold time. The data for the last few months is shown in Table 1. The performance measures that were of interest to First Wealth Bank were: 1. Provide first-call resolution to at least 75% of calls 2. Resolve a minimum of 90% of inquiries within 5 days Furthermore, First Wealth Bank was monitoring the data on the number of people who were unable to get answers from CCS.