A Call Center Manager Hopes to Improve the Performance of Her

question 16

Multiple Choice

A call center manager hopes to improve the performance of her staff by decreasing the average time spent on a call.First,she sets up a performance board where the average length of a call for the previous week is posted and compared to the average call length for the preceding four weeks.Then,she encourages the staff to reduce the average.According to goal-setting theory,how could she improve this scheme?

• A) She should make the goal easier.
• B) She should make the goal more specific.
• C) She should make the goal more general.
• D) She should make the goal incomprehensible.

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Definitions:

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