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The Blackridge Company, a software retailer, recently

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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
[Reveal] Spoiler: OA

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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 20 Nov 2011, 00:52
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IMO D, here is clue for this answer "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. ". If technical supporters are excellent and do not need to researched ...at hand. They can utilize the support call more effectively and reduce the time of support call.
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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 20 Nov 2011, 03:45
D it is
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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 20 Nov 2011, 19:55
why choices E is wrong? anyone can explain me please? thanks

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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 22 Dec 2011, 04:47
support providing thru online and support providing thru telephone are two different entities, they are no where connected to each other...so online support doesn't help in reducing the average call lenth being spent by customer support agent.
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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 22 Dec 2011, 09:23
IMO D

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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 22 Dec 2011, 09:28
+1 for D

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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 26 Dec 2011, 06:46
one more soft question
D

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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 03 Jan 2012, 01:18
If the agents are given better training, they will take lesser time to answer customer queries, hence option D makes perfect sense;

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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 03 Jan 2012, 03:38
Clearly D is the answer.

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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 06 Jan 2012, 04:05
Straight D

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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 06 Jan 2012, 04:18
IMO D . Answer choice brings in "new information" about online Support service which is not required and does'nt solve the issue of reducing the time taken for customer calls
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Re: The Blackridge Company, a software retailer, recently implem [#permalink]

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New post 06 Jan 2012, 08:03
+1 D
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Re: The Blackridge Company, a software retailer, recently [#permalink]

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New post 08 Nov 2013, 12:22
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Re: The Blackridge Company, a software retailer, recently [#permalink]

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New post 03 Aug 2015, 04:44
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(D)..
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- mentioned nothing about software quality. we are concerned about reducing call duration.
b)Expanding the hours of operation of its telephone support service- not useful
c)Prohibiting customer service agents from putting customers on hold- this will reduce the call duration at the cost of service quality.
d)Better training customer support agents in the technical aspects of the software- this will definitely reduce call duration providing software solution without putting call on hold.
e)Providing an online support service in addition to the telephone support service

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Re: The Blackridge Company, a software retailer, recently [#permalink]

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New post 04 Aug 2015, 23:53
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 *The calls to support aren't necessarily due to the quality of the product. Moreover, improving the quality of the products is a less realistic possibility.
b)Expanding the hours of operation of its telephone support service *Limited hours is not the cause of the length of each individual call.
c)Prohibiting customer service agents from putting customers on hold *That might extend the call length if the agent can't give attention to searching for a solution.
d)Better training customer support agents in the technical aspects of the software *The cause of the long call is the hold time, during which the agent searches for solutions. If the agents are more knowledgeable they won't need as much time to find the solution.
e)Providing an online support service in addition to the telephone support service *Online support service could reduce the number of calls to the telephone service, but it doesn't reduce the length of the calls to the telephone service.
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Re: The Blackridge Company, a software retailer, recently   [#permalink] 04 Aug 2015, 23:53
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