'Ensuring That a Call Centre Operator Answers All Incoming Customer

question 6

Multiple Choice

'Ensuring that a call centre operator answers all incoming customer calls within three rings' is an example of a:

• A) key performance indicator (KPI).
• B) non-task goal.
• C) key result area (KRA).
• D) job purpose.
• E) productivity measurement.

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Definitions:

Coping With Life

Strategies and mechanisms that individuals use to manage and adapt to the stresses and challenges encountered in daily life.

IQ

A measure of a person's intellectual abilities and potential, often assessed by standardized tests.

Intellectual Disability

A term used when there are limitations in mental functioning and in skills such as communicating, taking care of oneself, and social skills. These limitations will cause a child to learn and develop more slowly than a typical child.

Behavioral Problems

Refers to actions or behaviors that are disruptive or inappropriate compared to the expected norms for a person's age and culture.