Jasmine Dimm Is a Call Centre Manager for Tostra, a Mobile

question 58

Multiple Choice

Jasmine Dimm is a call centre manager for Tostra, a mobile phone company. Call centre operators at her call centre are responsible for answering calls from Tostra customers. Some calls are very short, relating to simple enquiries. However, a majority of calls tend to be longer, coming from irate customers complaining about Tostra's services. In these calls, customers are often very emotional and sometimes even abusive. Call operators have no control over what types of calls they get.
Jasmine has developed a new incentive system for her call centre staff. Under the new system, call centre operators are rewarded if they achieve two performance targets: (1) the duration of 90 per cent of the calls is less than 4 minutes and (2) 80 per cent of customers rate Tostra's 'customer service quality' as 'excellent'. Achieving these two monthly performance targets will result in a bonus worth 20 per cent of the call operator's monthly salary.
Based on expectancy theory, the major limitation(s) of Jasmine's reward system is:

• A) the incentive system lacks valence and instrumentality.
• B) the incentive system lacks expectancy.
• C) the incentive system lacks instrumentality.
• D) the incentive system lacks expectancy and instrumentality.

Identify and explain the normal balances of different types of accounts.

Demonstrate knowledge of double-entry bookkeeping and its application in recording transactions.

Distinguish between assets, liabilities, capital, revenue, expenses, and withdrawals.

Apply the rules of debit and credit to various accounting transactions.

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Definitions:

Concrete Words

Words that refer to tangible, specific things rather than abstract concepts.

Business Message

Information communicated through various formats, including emails, memos, reports, and advertisements, intended for business contexts.

Main Clauses

Sentences or parts of sentences that can stand alone as complete thoughts, containing both a subject and a predicate.

Compound Sentence

Sentence with two main clauses that express two or more independent but related thoughts of equal importance, usually joined by a conjunction such as and, but, or or.