If a Call Center Had a Capacity Utilization of 91

question 65

Multiple Choice

If a call center had a capacity utilization of 91% in June and a capacity utilization of 93% in July, what was the call center's percentage change in capacity utilization from June to July (to one decimal place) ?

• A) 2.0%
• B) 2.2%
• C) -2.2%
• D) -2.0%

---

Definitions:

Protection Motivation Theory

A psychological theory that explains how individuals are motivated to protect themselves from harmful or threatening situations, focusing on the roles of threat appraisal and coping appraisal.

Health Program

A planned set of activities aimed at promoting physical and mental well-being and preventing illness.

Theory Of Reasoned Action

Fishbein and Ajzen’s theory of the relationship between attitudes and behaviour. A specific attitude that has normative support predicts an intention to act, which then predicts actual behaviour.

Person's Behaviour

The actions or reactions of an individual in response to external or internal stimuli.