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Callers to a customer help line frequently complained about the qualit

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Callers to a customer help line frequently complained about the qualit [#permalink]

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44% (01:06) correct 56% (01:19) wrong based on 95 sessions

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Callers to a customer help line frequently complained about the quality of service. Seventy percent of survey respondents cited the services agents' lack of knowledge of how to solve the problems they were calling about. To address the problem, management decided that each service agent should go through regular training. Each agent spent half a day each week in sessions covering how to respond to callers' problems. Nevertheless, after three months of training, the rate of caller complaints has not decreased.

Which of the following, if true, most helps to explain why the training failed to achieve its goal?
A) The training program created significant additional cost in running the help line.
B) Taking service agents out of the group answering calls at any given time causes the average wait time of callers to rise.
C) The ongoing training does not cover all possible caller problems.
D) The proportion of repeat callers to the help line is low, so callers have no way of observing that service agent knowledge has improved.
E) The company providing the help line has lost customers due to their dissatisfaction with the quality of service, both before and after the regular training began.

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[Reveal] Spoiler: OA

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Re: Callers to a customer help line frequently complained about the qualit [#permalink]

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An interesting question. One might assume that the management would have planned training sessions in such a way that the Call wait times wouldn’t increase. Also, one might again assume that training’s can not possibly cover almost all the problems the callers might have. There seems to be a tie between B and C. So upon further thinking it feels like overtime training quality can be improved with more data however the agent not present at work is going to continue irrespective of how efficient training’s material is. So I will gravitate towards B

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Re: Callers to a customer help line frequently complained about the qualit [#permalink]

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New post 15 Apr 2018, 16:06
Why is "B" even relevant here? The question suggests that the complaints stemmed from lack of knowledge to solve problems. It is not about longer waiting time.

D makes more sense. Few callers who previously complained about the service actually called back to observe the progress made by service agents. As a result, when they were present with the same survey, those callers would still complain.
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Re: Callers to a customer help line frequently complained about the qualit [#permalink]

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New post 16 Apr 2018, 09:39
Why is option D incorrect? And isn't B irrelevant? I am not understanding the logic behind option B. Can someone please explain the logic to me behind Option B's?
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Re: Callers to a customer help line frequently complained about the qualit [#permalink]

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New post 16 Apr 2018, 20:08
kingyoungin211 wrote:
Why is option D incorrect? And isn't B irrelevant? I am not understanding the logic behind option B. Can someone please explain the logic to me behind Option B's?


In this question it’s natural for confusion between B and D. I would try to explain it this way, for option D, with time more and more data about caller questions can be collected and hence training quality can be improved. Where as for B , the training requirement in terms of time wouldn’t change despite training quality improvements , the executive should spend designated amount of time in that. Hence B is right answer. In my opinion.

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Re: Callers to a customer help line frequently complained about the qualit   [#permalink] 16 Apr 2018, 20:08
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