During an Extensive Needs Analysis, the Training Group Discovers That

question 305

Multiple Choice

During an extensive needs analysis, the training group discovers that the organization's call center team is failing to mention add-on products and there are a large number of customer calls which are either abandoned or escalate to call center managers. The marketing area is adamant that call center agents refer to the add-on products in order to increase sales. In designing a training solution, the FIRST step should be to:

• A) Review or revisit call center standards.
• B) Create a special session just for the managers.
• C) Provide a cheat sheet for the add-on products.
• D) Monitor the agents for a week to truly understand their world.

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Definitions:

Proportion

The fraction of a whole that represents a part of the total population or quantity.

Data Values

The individual pieces of information collected in a study or used in calculations, which can be numerical or categorical.

Histogram

A graphical representation of the distribution of numerical data, with bars showing the frequency of data in successive intervals.

Observation

An observation is a record or a piece of data collected during an experiment or survey, representing one instance or example of a variable of interest.