How long must technical support call last

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Reference no: EM131404361

大型计算机制造商的客户关系经理邦妮·罗杰斯(Bonnie Rogers)最近研究了公司技术支持部门接收的电话。呼叫长度呈指数分配,平均持续时间为8分钟。经验教会邦妮(Bonnie)通常可以通过技术支持经理来更有效地处理冗长的电话,而不是经验丰富的人的最初技术查询人员。

To avoid having the higher-paid managers virtually take over the task of handling technical support, Bonnie would like to have only the longest 10% of the calls redirected to a technical support manager. How long must a technical support call last before it qualifies for redirection to a technical support manager?

Reference no: EM131404361

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