CIMA Exam CIMAPRO19-P03-1 Topic 3 Question 73 Discussion

Actual exam question for CIMA's CIMAPRO19-P03-1 exam

Question #: 73
Topic #: 3

DFG's call centre budgets four minutes for its operators to deal with a customer's enquiry and conclude the call. Team leaders are evaluated on the basis of the average call length.

Simone is a team leader. Her team's average call length is five minutes and 30 seconds. Simone accepts full responsibility. She encourages her team members to check that the customer is satisfied before concluding the call.

On investigation, it was discovered that 2% of the customers who dealt with Simone's team had to call DFG again within seven days. Other teams had an average of 25% of customers call back within seven days because their first call had not fully resolved their problem.

Which of the following statements are true?

AThe use of average call length may be leading to dysfunctional behaviour.

BSimone is in breach of call centre policy.

CIt would be better to evaluate team leaders on the basis of multiple criteria.

DTeam leaders should be responsible for setting policy on performance measurement within the call centre.

EAverage call length should be replaced with the average rate of return calls as the primary performance measure for team leaders.

Show Suggested Answer

Suggested Answer: B, E, F

by Catherin at Jul 17, 2024, 08:18 PM

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