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The Blackridge Company, a software retailer, recently implemented a service offering free telephone support for its customers. After 3 months of service, the average length of a technical support call was 15 minutes, 3 minutes higher than the company`s target length of 12 minutes. After studying the operations of the new telephone support division, the company discovered that customer support agents were putting customers on hold for an average of 4 minutes per call while these agents researched possible solutions to the technical issues at hand.

From the passage above, it can be inferred that the Blackridge Company could reduce the average length of its customer support calls by doing which of the following, assuming that each is a realistic possibility?
  • AImproving the quality of its software products 分析该选项
  • BExpanding the hours of operation of its telephone support service 分析该选项
  • CProhibiting customer service agents from putting customers on hold 分析该选项
  • DBetter training customer support agents in the technical aspects of the software 分析该选项
  • EProviding an online support service in addition to the telephone support service 分析该选项
正确答案: D

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