'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:

Trial Balance

An accounting report that lists the balances of all ledgers in two columns, debits and credits, ensuring that total debits equal total credits.

Debit Balances

Accounts with a balance that represents amounts owed or expenses; typically assets and expenses accounts.

Financial Statement Order

The sequence in which financial statements are prepared and presented, typically starting with the income statement, followed by the statement of financial position, and so on.

Financial Ratios

Quantitative measures derived from financial statement analysis to evaluate the financial health of a company.