Table 71 the Figure Above Shows the Call Routing Process

question 81

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.What is the process bottleneck?

• A)A
• B)B and C together
• C)D

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Definitions:

A-B-C Process

A framework in cognitive behavioral therapy that outlines the sequence of an activating event (A), the belief system (B), and the consequent behavior (C).

Self-defeating Thinking

Negative thought patterns that undermine a person’s confidence and ability to achieve goals, often leading to self-sabotage.

Recalled Words

Words that are remembered and retrieved from memory during psychological experiments or tests.

Big Letters

Big letters are enlarged characters used for emphasis, visibility, or artistic effect in written communication, signage, or design.