* CR NEED HELP

[thiru_anand]

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?

(1) Improving the quality of its software products

(2) Expanding the hours of operation of its telephone support service

(3) Prohibiting customer service agents from putting customers on hold

(4) Better training customer support agents in the technical aspects of the software

(5) Providing an online support service in addition to the telephone support service

[tim]

you haven't asked a question here..

[thiru_anand]

my answer is Prohibiting customer service agents from putting customers on hold. need confirmation

[RonPurewal]

please read the forum rules: read-before-you-post-general-verbal-folder-guidelines-t2718.html

you can't post problems in this folder without giving the ORIGINAL SOURCE of the problem -- i.e., the company or author that first produced the problem (not, for instance, a forum or other secondhand source on which it has previously been posted).
if you don't know the original source, then i'm sorry, but you can't post the problem here.

we will delete this thread within a week if the original source of the problem is not posted. thanks.

[thiru_anand]

source: MGMAT QUESTION

[tim]

i can confirm that this question is in our CAT pool. you, however, still haven't asked a question..

[igordudchenko]

Dear Tim, could you please check my thinking:

Option 3 - that won't help as that don't address the route cause - slow retrieval of needed answers by phone operators

Option 4 - good, addresses the core of the problem

Option 5 - nice distractor: online support is out of scope AND changing the media of communication won't address the core problem

Thanks,
Igor

[tim]

looks good to me..