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

question 73

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 making sales calls to customers to promote Tostra's new products. Jasmine sets two performance targets for her operators: sales and average call duration. Every 6 months, any call centre operator who can achieve both targets goes into a random draw with a one-in-ten chance of winning a $50 supermarket giftcard.
All her call centre operators agree that these two targets are clearly specified, objectively measured and achievable with hard work. However, the call centre operators are still unhappy with the new incentive system. According to the expectancy theory, this is because:

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

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Definitions:

Practical Information

Useful and actionable details or data that can be applied in real-life situations.

Employee Turnover

The rate at which employees leave a company and are replaced by new employees.

Communication Skills

The ability to convey or share ideas and feelings effectively through verbal, non-verbal, written, and visual means.

Engaged

The state of being actively involved or committed to a task or situation.