Refer to IT's About Business 11

question 107

Multiple Choice

Refer to IT's About Business 11.3- Refining the Call Center: The case discusses research that indicates that pairing callers to the call center with like-minded representatives can result in benefits. Which of the following is not one of the benefits?

• A) Calls will be shorter.
• B) Representatives can handle more calls.
• C) Customer satisfaction will improve.
• D) Fewer accounts will be canceled.
• E) It reduces customer fallout.

Understand the concept of make-or-buy decisions and how to calculate the total costs associated.

Identify the advantages and disadvantages of outsourcing parts of production.

Determine the opportunity costs involved in make-or-buy decisions.

Calculate avoidable fixed costs and their impact on make-or-buy decisions.

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Definitions:

Regulated

Controlled or governed according to rules or principles, often by a governmental body to ensure fairness, safety, or efficiency.

Communications Decency Act

A section of the Telecommunications Act of 1996 aimed at regulating pornographic material on the internet, with significant portions later declared unconstitutional.

Indecent

Offensive, inappropriate, or not conforming to accepted standards of morality and decency.

Sexual Material

Content that depicts or discusses sexual behavior in a manner that is intended to stimulate erotic rather than aesthetic or emotional feelings.