Table 7.1 The figure above shows the call routing process for a customer service call center.Incoming calls are routed,depending on the complexity of the caller's request.Simple request are routed to work center B,while the more complex calls are routed to work center C (which also takes simple calls when not busy).The numbers in parentheses are the time in minutes for each step of the process.
-Use the information in Table 7.1.Where would you expect customer wait times to occur?
A)D only
B)C and D
C)A only
D)E only

Question

Table 7.1  The figure above shows the call routing process for a customer service call center.Incoming calls are routed,depending on the complexity of the caller's request.Simple request are routed to work center B,while the more complex calls are routed to work center C (which also takes simple calls when not busy).The numbers in parentheses are the time in minutes for each step of the process.
-Use the information in Table 7.1.Where would you expect customer wait times to occur?
A)D only 
B)C and D 
C)A only 
D)E only

Quizplus · Accepted Answer

Customer wait times would likely occur in work centers C and D, as these are where the more complex calls are being routed and where the longest processing times occur. Work center A only serves as the initial point of contact and has the shortest processing time, while work center E handles overflow calls and should only receive calls when all other work centers are busy.

Table 71 the Figure Above Shows the Call Routing Process