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Accenture Management Consulting Analyst Interview Question

I interviewed in San Francisco, CA and was asked:
"Suppose your client was a water company. They've experienced a backlog of people in their call center and haven't been able to tend to their problems in a timely manner. Currently, each caller needs to call the call center and then the call center routes the question to the appropriate person in the relevant geographic area. How would you improve this process?"
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