A Company That Receives the Majority of Its Orders by Telephone

question 311

Multiple Choice

A company that receives the majority of its orders by telephone conducted a study to determine how long customers were willing to wait on hold before ordering a product. The length of waiting
Time was found to be a variable best approximated by an exponential distribution with a mean
Length of waiting time equal to 2.8 minutes (i.e. the mean number of calls answered in a minute is
1/2) 8) . What proportion of callers is put on hold longer than 2.8 minutes?

• A) 0.3679
• B) 0.50
• C) 0.60810
• D) 0.6321

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Definitions:

Receivers

In communication, receivers are the individuals or audience that interpret or decode the message sent by the sender.

Noise

In communication, external or internal factors that interfere with the reception of a message.

IMC Process

Integrated Marketing Communications; a strategic approach to ensure that all brand contacts received by a customer or prospect are relevant to that person and consistent over time.

Interference

In communication, any external or internal factors that distort or hinder the delivery and comprehension of a message.