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:

Marginal Revenue (MR)

The extra income a company earns by selling an additional unit of a product or service.

Demand Curve

A visual depiction of how the demand for a product or service correlates with its price over a specific time frame.

Profit-Maximizing

This refers to the process or level of output at which a business can achieve the highest profit, where marginal revenue equals marginal cost.

Barriers to Entry

Factors that make it difficult for new firms to enter a market, such as high initial investment, complex regulation, or strong incumbent competition.