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?