YourNurse (YN) Inc. uses certified nurses to answer medical queries from customersover the phone. When patients call into YN, they are first asked to provide their zipcode, which then allows YN to route their call to the call center nearest to the patient(it operates 10 across the country). Which single suggestion in the following list (andexplanation) is most likely to reduce the average time callers wait before speaking witha nurse?a. Run an advertising campaign to increase demand and to better utilize its nurses.b. Train its nurses so that they spend more time answering the patients’ questions.c. Instead of using callers’ zip codes, route calls to the call center with the fewest callersto help prevent situations in which there are idle nurses at the same time that there arecallers on hold.d. Play a recording of useful medical information while callers are on hold so as todecrease their perception of how long they are waiting.e. None of the above
YourNurse (YN) Inc. uses certified nurses to answer medical queries from customers
over the phone. When patients call into YN, they are first asked to provide their zip
code, which then allows YN to route their call to the call center nearest to the patient
(it operates 10 across the country). Which single suggestion in the following list (and
explanation) is most likely to reduce the average time callers wait before speaking with
a nurse?
a. Run an advertising campaign to increase demand and to better utilize its nurses.
b. Train its nurses so that they spend more time answering the patients’ questions.
c. Instead of using callers’ zip codes, route calls to the call center with the fewest callers
to help prevent situations in which there are idle nurses at the same time that there are
callers on hold.
d. Play a recording of useful medical information while callers are on hold so as to
decrease their perception of how long they are waiting.
e. None of the above
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