The Blackridge Company

alivapriyada 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?

A. Improving the quality of its software products

B. Expanding the hours of operation of its telephone support service

C. Prohibiting customer service agents from putting customers on hold

D. Better training customer support agents in the technical aspects of the software

E. Providing an online support service in addition to the telephone support service

alivapriyada 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?

A. Improving the quality of its software products - This is not a problem as we know, so eliminate

B. Expanding the hours of operation of its telephone support service - Goal will not achieved and not relevent, eliminate

C. Prohibiting customer service agents from putting customers on hold - How will this reduce the length? Agents need to research and they will. If you don't put customer on hold then, customers will hear what agents are discussing and researching. But no matter this will reduch the length of the call.

D. Better training customer support agents in the technical aspects of the software - correct

E. Providing an online support service in addition to the telephone support service - Out of scope

Question is what will be the company's strategy to reduce length of the call?

So goal is to reduce length of the call. Good.

Why length of call is more? - cause agents put customers on hold.

Why? - agents researched possible solutions to the technical issues.

What would be probable plans? -
1. Since agents do research means try to find out the solution for an issue, then train them. Look for this option

If I am not wrong then you may have gone for C, because that is the only other contender. Let's analyze one by one

alivapriyada 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?

A. Improving the quality of its software products - This is not a problem as we know, so eliminate

B. Expanding the hours of operation of its telephone support service - Goal will not achieved and not relevent, eliminate

C. Prohibiting customer service agents from putting customers on hold - How will this reduce the length? Agents need to research and they will. If you don't put customer on hold then, customers will hear what agents are discussing and researching. But no matter this will reduch the length of the call.

D. Better training customer support agents in the technical aspects of the software - correct

E. Providing an online support service in addition to the telephone support service - Out of scope

reply2spg wrote:Question is what will be the company's strategy to reduce length of the call?

So goal is to reduce length of the call. Good.

Why length of call is more? - cause agents put customers on hold.

Why? - agents researched possible solutions to the technical issues.

What would be probable plans? -
1. Since agents do research means try to find out the solution for an issue, then train them. Look for this option

If I am not wrong then you may have gone for C, because that is the only other contender. Let's analyze one by one

alivapriyada 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?

A. Improving the quality of its software products - This is not a problem as we know, so eliminate

B. Expanding the hours of operation of its telephone support service - Goal will not achieved and not relevent, eliminate

C. Prohibiting customer service agents from putting customers on hold - How will this reduce the length? Agents need to research and they will. If you don't put customer on hold then, customers will hear what agents are discussing and researching. But no matter this will reduch the length of the call.

D. Better training customer support agents in the technical aspects of the software - correct

E. Providing an online support service in addition to the telephone support service - Out of scope