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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Nathan

2 months ago

I wonder if the policy-makers at DFG have ever actually tried to resolve a cusDonger's issue in 4 minutes. That's like trying to wrap up a Shakespearean play in a haiku!

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Lavonna

13 days ago

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

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Trina

1 months ago

C) It would be better to evaluate team leaders on the basis of multiple criteria.

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Leanna

2 months ago

A) The use of average call length may be leading to dysfunctional behaviour.

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Merri

2 months ago

E is the best answer. The focus should be on reducing return calls, not just call length. Simone's team is doing a great job at that, so she should be commended, not punished.

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Celeste

1 months ago

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

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Gayla

2 months ago

A) The use of average call length may be leading to dysfunctional behaviour.

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Oretha

2 months ago

I believe option E is the way to go. Return calls show if the issue was resolved properly.

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Dong

2 months ago

B is correct. Simone is in breach of the call centre's policy by allowing her team's calls to exceed the 4-minute limit. She should be disciplined, not rewarded for this.

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Frankie

2 months ago

I agree with Luisa. Simone's approach of ensuring customer satisfaction is important.

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Ettie

2 months ago

I agree with Elly. Simone is doing the right thing by encouraging her team to make sure customers are satisfied, even if it means longer calls. The policy should be more balanced.

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Elly

2 months ago

I think the answer is C. Evaluating team leaders on multiple criteria would be better than just using average call length. Simone's team may be taking longer to ensure customer satisfaction, which is a good thing.

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