What is Dani Syme's primary concern regarding Comfort Class Transport's performance?

• Fleet management

• Driver professionalism

• Call center service quality

• Corporate relations

• Pricing

What was the primary reason for Dani Syme's dissatisfaction with the call center?

• Extended phone-wait times

• Driver misconduct

• Fleet inefficiency

• Pricing issues

• Dispatch delays

How did Dani Syme test the call center's performance?

• Sent emails to customers

• Called the customer service line

• Checked online reviews

• Analyzed financial reports

• Conducted a customer survey

What proportion of Comfort Class Transport's revenues came from individual customer requests?

• One-third

• Half

• Two-thirds

• Three-quarters

• None

What role does Alexis Donovan play in Comfort Class Transport?

• Finance Manager

• Customer Service Director

• Fleet Manager

• Sales Manager

• MIS Director

According to industry standards, what is the acceptable rate of call abandonment for call centers?

• 90%

• 5%

• 20%

• 50%

• 75%

Which type of call had the longest average duration based on Syme's analysis?

• Cancel reservations

• Billing queries

• Change of vehicle or transfer package

• Follow-up reservations

• Inquiries about available services

What did Syme consider as 'percentage available' in her analysis?

• Time on ACD calls or waiting for a call

• Not Logged In time

• Time on Not Ready status

• Direct Number (DN) In/Out calls

• All of the above

What did Syme observe about the CSRs' use of Not Ready time?

• It was primarily for urgent work

• It involved consistent and planned break times

• It was related to follow-up work

• It exceeded the recommended limit

• It was used for Direct In/Out calls

How did Syme find the distribution of reasons for calls throughout the day?

• Non-uniform

• Concentrated in the morning

• Concentrated in the afternoon

• Uniform

• Random