Operations Management
17th Edition
ISBN: 9781259142208
Author: CACHON, Gérard, Terwiesch, Christian
Publisher: Mcgraw-hill Education,
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Chapter 16, Problem 15PA
Summary Introduction
To determine: The average waiting time before the customer start speaking to a representative.
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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
Give the definition, purpose, and characteristics of the following:
1. Customer Care Call
2. Collection Call
3. Telemarketing Call
4. Inbound Call
5. Outbound Call
Experience the Tour de France (ETF) is a specialty travel agent. It arranges vacations for amateur cyclists who want to experience the
Tour de France by riding through one or more stages in the race. It has five people who take calls from clients. Each call lasts on
average 25 minutes, with a standard deviation of 50 minutes. A call arrives on average every 20 minutes with a standard deviation of
20 minutes.
(Do not round intermediate calculations. Round your answer to two decimal places.)
On average, how many minutes does a caller wait before talking to an
agent?
minutes
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