The way to reduce the average time callers wait before speaking with a nurse.

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Chapter 16, Problem 5CQ

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To determine: The way to reduce the average time callers wait before speaking with a nurse.

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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

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You were informed that, customers start to shop elsewhere because of your company’s quality of tech support decreases, and customer-help phone wait times has been increased dramatically. What would be the solution to improve the tech support?