Which of the Following Actions Would Help Call Centre Staff

question 75

Multiple Choice

Which of the following actions would help call centre staff to handle role stressors?

• A)Recruiting staff who score low in job resourcefulness
• B)Using professional trainers, not other frontline employees, to deliver training
• C)Simplifying work with a culture that is 'just a call centre'
• D)Strictly following scripts, rather than leaving situations to employees' discretion
• E)Working with frontline employees to identify and resolve role ambiguity

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Definitions:

Nature vs. Nurture

A discussion about how much of a person's physical and behavioral characteristics are determined by genetic makeup compared to their life experiences.

Aggression

Behavior intended to harm or injure another being, whether physically or psychologically.

Hormonal Control

The regulation of bodily functions and processes by hormones, which are chemical messengers produced by glands in the endocrine system.

Reproductive System

A biological system comprising organs and structures used in the production of offspring.