Comment on the tension between cost management and customer satisfaction management in a call center situation
What will be an ideal response?
Cost control in a call center situation is typically achieved by setting staffing levels and use of an AVR (automated voice response) system that shifts some of the labor burden to the customer. Staffing levels set too low will lower costs but result in long wait times and unhappy customers. AVR systems also lower costs, but many customers find the menus confusing and deliberately bypass the systems in hopes of speaking with a customer service representative.
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Which of the following types of quotas takes into consideration various activities such as number of customers called on and number of demonstrations made?
A) profit based quota B) combination quota C) sales volume based quota D) market based quota
Anna, a supervisor, places herself in a conflict of interest when she
A) asks her boss for a raise even though her performance has been mediocre. B) recommends the same salary increase for everyone in the department. C) attempts to sell vitamins and food supplements to her subordinates. D) attempts to sell vitamins and food supplements to poor people in her neighborhood.