You Operate an Inbound Call Centre Serving the Various Needs

question 22

Multiple Choice

You operate an inbound call centre serving the various needs of your customers.Over the last several months,you notice that customers are waiting on hold for several minutes before being served.To motivate operators,you introduce an incentive program that rewards those operators that answer over 200 calls per 8-hour shift.Shortly thereafter,wait times drop but service complaints escalate.What kind of reward problem does this vignette describe?

• A) failure to produce desired behaviour
• B) production of desired behaviour and undesirable consequences
• C) production of reward dissatisfaction
• D) unfair compensation practices

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Definitions:

Pattern Organization

The method by which elements are arranged into a cohesive and understandable structure, often referring to perception or cognition.

Perceptual Organization

The process by which the brain structures sensory input into meaningful patterns and objects, enabling humans to perceive the environment in a coherent way.

Good Continuation

A factor in visual grouping; we tend to perceive contours in a way that alters their direction as little as possible.

Figure-Ground Separation

The visual ability to distinguish an object (the figure) from its surrounding background (the ground).