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  3. Americans’ use of cell phones has increased so quickly that wireless networks are becoming overloaded, causing a growing number

Americans’ use of cell phones has increased so quickly that wireless networks are becoming overloaded, causing a growing number

admin2011-02-28  93
问题    Americans’ use of cell phones has increased so quickly that wireless networks are becoming overloaded, causing a growing number of customers to complain about calls that are inaudible or are cut off or are never connected in some places.
   And things could get worse before they get better, industry experts say, because even as cell phone companies are rolling out fancy features like digital photography and Internet-based games, they are not capable of spending the money needed to improve basic service.
   "This is a situation in which the wireless industry is a victim of its own success," said James D. Schlichtinga deputy chief at the Federal Communications Commission.
   Many of the industry’s service problems are a result of a huge growth of new customers. The surge in users in overwhelming the capacity to handle calls on wireless systems whether be- cause local transmitters are too few or too small, or because the local airwaves have become too crowded and carriers are unable to obtain larger radio frequencies.
   The problems are compounded by basic economics. Customers have been attracted by tile plunge in prices for wireless service. The average per-minute cost has dropped to 11 cents this year from 56 cents in 1995. For the phone companies that has meant a decline in average revenue per customer to ＄61 a month, from ＄ 74 in 1995. And so, just when the wireless companies need to invest more money to accommodate all those new users, the companies are under increased financial strain. As a result, the complaints are piling up.
   The percentage of all wireless subscribers who have called customer-service centers at least once in the last year to complain about service or because they had other problems has climbed to 61 per cent, from 53 per cent in 2000, according to J. D. Power & Associates, a company that measures customer satisfaction in many industries and sells it to the companies. being scrutinized. Another industry problem is the sheer technical complexity of sending and receiving wireless calls. Unlike conventional telephone systems, in which every customer is hardwired to the network, wireless systems rely on a delicate mesh of thousands of antenna towers, which often face resistance from local governments and cellular stations.
According to the passage, the problems cell phone industry is faced with involve the following EXCEPT ______.
选项 A、lack of the capacity to handle calls on wireless systems due to the greatly increasing phone users
B、the plunge in prices for wireless service
C、lack of call centers to deal with the customers’ complaints
D、the technical complexity of sending and receiving wireless calls
答案C
解析 文章举“呼叫中心”(call center)的例子是为了说明客户通过呼叫中心表达了很多抱怨，并不是说呼叫中心数量不充足。其他三项在文中均有体现。所以选C。
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