When Dutch financial services group APG tried to understand better why clients rang up its call centre, they noticed a small group taking up a lot of time: a high number of divorcees had been calling in the run-up to their legal separation, asking an expert to explain the intricacies of pension entitlements.
當(dāng)荷蘭金融服務(wù)集團(tuán)APG想辦法弄清楚客戶給他們的呼叫中心打電話的原因時(shí)，他們注意到，一小部分人群占用了大量通話時(shí)間：許多離婚者在合法分居之前多次致電呼叫中心，請(qǐng)求專(zhuān)家解釋錯(cuò)綜復(fù)雜的養(yǎng)老金福利細(xì)節(jié)。
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