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BCS MBP18 Exam - Topic 1 Question 33 Discussion

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?
D) Average duration of a call and the actual number of calls answered per hour
A) Actual number of calls answered per hour and the number of calls escalated
B) Time taken to answer the phone and the average duration of a call
C) Time taken to answer the phone and the maximum number of calls per hour for the company

BCS MBP18 Exam - Topic 1 Question 33 Discussion

Actual exam question for BCS's MBP18 exam
Question #: 33
Topic #: 1
[All MBP18 Questions]

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?

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Suggested Answer: D

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

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Johnna
7 months ago
I’m leaning towards D, seems like a solid pick!
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Sang
7 months ago
Wait, are we sure about the definitions here?
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Shawn
7 months ago
Option C makes sense too, but not sure it's both internal and external.
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Paris
7 months ago
I disagree, I believe option B fits better.
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Paola
7 months ago
I think option A is the right choice.
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Zita
8 months ago
I’m confused about the definitions here. I thought average call duration was internal, but I can see how it might relate to customer experience too. Could it be option D?
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Tijuana
8 months ago
I practiced a similar question, and I feel like the time taken to answer the phone is more of an internal measure. So, I’m leaning towards option C.
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Lucia
8 months ago
I'm not entirely sure, but I remember something about performance measures needing to reflect both internal and external perspectives. Maybe option B?
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Lavonna
8 months ago
I think option A might be the right choice because it includes both internal measures like calls answered and external ones like escalated calls.
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Santos
8 months ago
I'm feeling pretty confident about this one. The key is that the question is asking for a measure that includes both an internal and external component. Option C seems to be the only one that fits that criteria.
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Van
8 months ago
Okay, I think I've got this. Option C looks like the best answer - the time to answer the phone is an internal measure, and the maximum calls per hour is an external measure set by the companies. The other options don't seem to have that clear distinction.
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Owen
8 months ago
This seems like a straightforward question about performance measures. I think the key is to identify which measures are internal (within the call center) and which are external (related to the companies they serve).
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Lavera
8 months ago
Hmm, I'm a bit confused. There are a lot of different metrics mentioned - time to answer, calls per hour, call duration, escalations. I'll need to carefully read through each option to see which one includes both an internal and external measure.
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Beckie
9 months ago
Hmm, I'm a bit unsure about this one. I know the question is asking about EDA objects, but I'm not entirely familiar with the framework. I'll need to do some quick research to refresh my memory on the key components before attempting to answer.
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Edmond
1 year 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
1 year 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
1 year 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
1 year 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 year ago
B) Time taken to answer the phone and the average duration of a call
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Layla
1 year ago
A) Actual number of calls answered per hour and the number of calls escalated
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Lasandra
1 year ago
The question seems to be testing our understanding of performance measures, both internal and external. I think the correct answer is C, as the time taken to answer the phone is an internal measure, while the maximum number of calls per hour is an external measure set by the company.
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Shalon
1 year ago
Yeah, I agree. Time taken to answer the phone is definitely an internal measure, while the maximum number of calls per hour is set externally by the company.
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Ashanti
1 year ago
I think you're right, C seems to be the correct answer. It makes sense that one is internal and the other is external.
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Leigha
1 year ago
Hmm, that makes sense too. Both internal and external performance measures are important.
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Flo
1 year ago
I disagree, I believe it's A) Actual number of calls answered per hour and the number of calls escalated.
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Leigha
1 year ago
I think the answer is B) Time taken to answer the phone and the average duration of a call.
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