Table 71 the Figure Above Shows the Call Routing Process

question 67

Multiple Choice

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

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Definitions:

Endowment Effect

A cognitive bias where people ascribe more value to things merely because they own them.

Condominium

A type of real estate owned individually, with shared areas co-owned and maintained by an association of owners.

Identical House

A conceptual term often used in real estate to describe homes that are exactly the same in design, size, and features for comparative purposes.

Loss Aversion

A psychological phenomenon where individuals prefer avoiding losses to acquiring equivalent gains, indicating a greater sensitivity to losses than to gains.