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John Is a Process Manager at a Call Center for a Telecom

question 5

Multiple Choice

John is a process manager at a call center for a telecom company.Lately,he has been receiving negative feedback from customers about the prolonged amount of time taken to answer their calls.To understand this better,John studied certain metrics,one of which indicated that over 85 percent of all customers ended up hanging up the phone when no one answered their calls.Which of the following call center metrics did John use?

Analyze and apply the concepts of readability in training materials.

Recognize the importance of team training and its impact on organizational effectiveness.

Comprehend the role of action learning in solving real-world problems and improving team dynamics.

Understand basic statistical operations and their applications.

Definitions:

Erik Erikson

A psychologist known for his theory on the psychosocial development of human beings.

Sigmund Freud

An Austrian neurologist and the founding father of psychoanalysis, a method for treating psychopathology through dialogue between a patient and a psychoanalyst.

Abraham Maslow

A psychologist best known for creating Maslow's hierarchy of needs, a theory in psychology that prioritizes human needs in the shape of a pyramid, with the most fundamental needs at the bottom.

Psychodynamic Theory

A psychological theory that emphasizes unconscious psychological processes (for example, wishes and fears of which we're not fully aware), and contends that childhood experiences are crucial in shaping adult personality.