A Call Center Has Four Agents: Agent 1 Has Experience

question 11

Multiple Choice

A call center has four agents: Agent 1 has experience with Sales and French. Agent 2 has experience with Sales and English. Agent 3 has experience with Support and English. Agent 4 has experience with Sales and is bilingual in English and French. The first call comes in requiring sales assistance in English, and a second call comes looking for Sales in French. Which agent is still available for calls when the call center is using Best Services Routing (BSR) , and the next call requires French?

• A) Agent 1
• B) Agent 2
• C) Agent 3
• D) Agent 4

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Definitions:

Cost Of Resources

The total expense incurred in utilizing assets, materials, or services for the purpose of producing goods or providing services.

Forklifting Costs

Forklifting costs refer to the expenses associated with operating and maintaining forklifts in a storage or manufacturing facility, including fuel, repairs, and labor.

Machine Setup Costs

Expenses incurred to prepare or adjust machinery for a specific production run or task.

Facility Sustaining Activity

Activities necessary for maintaining the operational efficiency of a facility but not directly tied to specific production units.