BCS Exam MBP18 Topic 1 Question 33 Discussion

Actual exam question for BCS's MBP18 exam

Question #: 33
Topic #: 1

The CC call center handles telephone enquiries for six logistic and haulage companies. These enquiries range from the potential placement of business contracts through to complaints from individual customers.

The contractual arrangement between CCC and each company stipulates how quickly the phone should the answered (defined as a maximum number of rings) and the maximum number of calls the center will take each hour for the company. CCC also monitors the duration of calls, the actual number of calls per hour answered by each operator and how many calls to be escalated to the next level of support.

Which of the following includes an internal and external performance measure?

AActual number of calls answered per hour and the number of calls escalated

BTime taken to answer the phone and the average duration of a call

CTime taken to answer the phone and the maximum number of calls per hour for the company

DAverage duration of a call and the actual number of calls answered per hour

Show Suggested Answer

Suggested Answer: D

by Mabelle at Jun 01, 2024, 07:45 AM

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Edmond

1 months ago

I'm leaning towards C as well. The other options either don't include both internal and external measures, or they don't quite fit the scenario described in the question.

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Carlene

2 months ago

Haha, I can just imagine the call center operators scrambling to answer the phone before the maximum number of rings. It's like a race against the clock!

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Flo

2 months ago

I agree with Lasandra. The time taken to answer the phone is something the call center can control and monitor internally, while the maximum number of calls per hour is a contractual requirement set by the client company.

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Sherman

10 days ago

C) Time taken to answer the phone and the maximum number of calls per hour for the company

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Aileen

1 months ago

B) Time taken to answer the phone and the average duration of a call

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Layla

1 months ago

A) Actual number of calls answered per hour and the number of calls escalated

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3 months ago

I think the answer is B) Time taken to answer the phone and the average duration of a call.

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