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mgmat-software retailer

by pradeepkaushal9518 » Sun Jul 25, 2010 5:01 am
The Blackridge Company, a software retailer, recently implemented a service offering free telephone support for its customers. After 3 months of service, the average length of a technical support call was 15 minutes, 3 minutes higher than the company's target length of 12 minutes. After studying the operations of the new telephone support division, the company discovered that customer support agents were putting customers on hold for an average of 4 minutes per call while these agents researched possible solutions to the technical issues at hand.

From the passage above, it can be inferred that the Blackridge Company could reduce the average length of its customer support calls by doing which of the following, assuming that each is a realistic possibility?
Improving the quality of its software products
Expanding the hours of operation of its telephone support service
Prohibiting customer service agents from putting customers on hold
Better training customer support agents in the technical aspects of the software
Providing an online support service in addition to the telephone support service
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by bdiwakarteja » Sun Jul 25, 2010 5:08 am
Better training customer support agents in the technical aspects of the softwar
THe above option should be the answer. Please release the OA soon.
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by adi_800 » Sun Jul 25, 2010 5:20 am
Pradeep,

I donno whether its a coincidence that every time I read the problem you post...Its similar to what has been there in OG....
The answer has to be D.
This one is to that training program in which skills are getting obsoleted in less than 5 years and to avoid this some org would provide the employees with the training to avoid skills getting obsoleted...

Manhattan...This is not gonna happen in actual GMAT...
Changing subject and verb does not change the problem nor its reasoning underlying the argument....
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by bdiwakarteja » Sun Jul 25, 2010 7:05 am
Pradeep,
I am about to buy the Manhattan's package of 6 tests for 1 year. Please guide me through if its really worth it. because by the argument i see in the above reply, i am at doubt....
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by pradeepkaushal9518 » Sun Jul 25, 2010 7:34 am
adi og 12or other.

and bdiwakartega how much costs for 6 tests
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by bdiwakarteja » Sun Jul 25, 2010 9:34 am
it is $39 as per price shown on the site today.
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by ankurmit » Wed Jul 28, 2010 8:42 am
@bdiwakarteja

$39..I think its costly..u can do one thing.Buy Manhattan SC book you will get 6 tests free with it and it will cost you less than rs1000. This is best book for SC.

I did same and tests are good. No doubt tougher than real GMAT tests.

But I beleive try tough and on test day you will feel easy and confident.
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by ankurmit » Wed Jul 28, 2010 8:46 am
@aDI....please elaborate.
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by reply2spg » Wed Jul 28, 2010 7:33 pm
Answer should be D
pradeepkaushal9518 wrote:The Blackridge Company, a software retailer, recently implemented a service offering free telephone support for its customers. After 3 months of service, the average length of a technical support call was 15 minutes, 3 minutes higher than the company's target length of 12 minutes. After studying the operations of the new telephone support division, the company discovered that customer support agents were putting customers on hold for an average of 4 minutes per call while these agents researched possible solutions to the technical issues at hand.

From the passage above, it can be inferred that the Blackridge Company could reduce the average length of its customer support calls by doing which of the following, assuming that each is a realistic possibility?
Improving the quality of its software products
Expanding the hours of operation of its telephone support service
Prohibiting customer service agents from putting customers on hold
Better training customer support agents in the technical aspects of the software
Providing an online support service in addition to the telephone support service
Sudhanshu
(have lot of things to learn from all of you)
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by dinesh19aug » Wed Jul 28, 2010 8:58 pm
I chose D.
It seems the obvious choice. Just because it looked like an obvious choice, I also looked at Ans choice E, looks tempting. However come to think of it, eve if the customer is told that there is an online version that they can browse and look for solution instead of calling the customer care. This however does not solve the initial problem, Say out of 100 customer per hour only 50 customer call and the AHT would still be 15 minutes because the customer reps are not trained and would still take 4 minutes because they are not well versed with the technical solution.

Hence D.
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