YourNurse (YN) Inc uses certified nurses to answer medical queries from customer
ID: 358699 • Letter: Y
Question
YourNurse (YN) Inc uses certified nurses to answer medical queries from customers over the phone. When patients call into YN they are first asked to provide their zip code which then allows YN to route their call to the call center nearest to the patient (they operate 10 across the country). Which single suggestion in the following list (and explanation) is most likely to reduce the average time callers wait before speaking with a nurse? Run an advertising campaign to increase demand and to better utilize their nurses. Train their nurses so that they spend more time answering the patients’ questions. Instead of using callers’ zip codes, route calls to the call center with the fewest callers to help prevent situations in which there are idle nurses at the same time that there are callers on hold. Play a recording of useful medical information while callers are on hold so as to decrease their perception of how long they are waiting. None of these are correct. YourNurse (YN) Inc uses certified nurses to answer medical queries from customers over the phone. When patients call into YN they are first asked to provide their zip code which then allows YN to route their call to the call center nearest to the patient (they operate 10 across the country). Which single suggestion in the following list (and explanation) is most likely to reduce the average time callers wait before speaking with a nurse? Run an advertising campaign to increase demand and to better utilize their nurses. Train their nurses so that they spend more time answering the patients’ questions. Instead of using callers’ zip codes, route calls to the call center with the fewest callers to help prevent situations in which there are idle nurses at the same time that there are callers on hold. Play a recording of useful medical information while callers are on hold so as to decrease their perception of how long they are waiting. None of these are correct.Explanation / Answer
Option C “Instead of using callers’ zip codes, route calls to the call center with the fewest callers to help prevent situations in which there are idle nurses at the same time that there are callers on hold.” is correct as the average hold time in a call center queue is calculated by summing all the wait times experienced by callers divided by the number/instances of calls going to wait queue.
Hence in order to reduce the same, we need to decrease the time any call (that goes to waiting) spends waiting. This can be achieved by routing the calls to regions where the nurses are free to answer the calls. In fact if the medical queries are to be answered over the phone itself, there is no point in diverting the calls based on the zipcodes (unless we have a sound logic for such a setup).
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