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DFG's call centre budgets four minutes for its operators to deal with a customer's enquiry and conclude the call. Team leaders are evaluated on the basis of the average call length.
Simone is a team leader. Her team's average call length is five minutes and 30 seconds. Simone accepts full responsibility. She encourages her team members to check that the customer is satisfied before concluding the call.
On investigation, it was discovered that 2% of the customers who dealt with Simone's team had to call DFG again within seven days. Other teams had an average of 25% of customers call back within seven days because their first call had not fully resolved their problem.
Which of the following statements are true?
Suggested Answer: B, E, F
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32 comments · newest first
TE
Tess
11 months ago
Evaluating on multiple criteria sounds like a smart move!
BL
Blair
11 months ago
Not sure if changing the metrics is the solution here.
CR
Cristy
11 months ago
Wow, only 2% had to call back? That's impressive!
GA
Gaston
12 months ago
I disagree, sticking to the budget is important!
RO
Roosevelt
12 months ago
Average call length can definitely lead to bad practices.
GE
Georgiana
1 year ago
I wonder if option E is the best choice, but I can't recall if replacing one metric with another is always the right approach.
SK
Skye
1 year ago
I practiced a similar question where we talked about evaluating performance on multiple criteria, so I feel like option C makes sense here.
JA
Jamal
1 year ago
I'm not entirely sure, but I think Simone might be in breach of policy since her team's average is significantly over the budgeted time.
BR
Brent
1 year ago
I remember discussing how focusing solely on average call length can lead to operators rushing calls, which might support option A.
ED
Edgar
1 year ago
This seems straightforward - the high call-back rate for other teams shows that Simone's approach of ensuring customer satisfaction is the right way to go, even if it means longer average call times.
SE
Selma
1 year ago
Definitely agree that evaluating team leaders on multiple criteria would be better than just average call length. Gotta look at the bigger picture of customer experience, not just speed.
MA
Mattie
1 year ago
I'm a bit confused by all the details here. I'll need to re-read the question a few times to make sure I understand the full context before trying to answer.
JU
Justa
1 year ago
This seems like a tricky one. I'll need to carefully analyze the information about average call length, customer satisfaction, and call-back rates to determine the best approach.
LA
Laurel
1 year ago
Okay, I think I've got this. The key is recognizing that the focus on average call length is leading to suboptimal behavior, and we need to consider other metrics like customer satisfaction and call-back rates.
PE
Peggie
1 year ago
Hmm, I'm a bit confused on this one. I know the Development Team is responsible for the Sprint Backlog, but I'm not sure about the Product Backlog.
ME
Merilyn
1 year ago
I remember practicing a question like this! I know prevention and appraisal are conformance costs, but I'm a bit hazy on the definitions right now.
NA
Nathan
2 years ago
I wonder if the policy-makers at DFG have ever actually tried to resolve a cusDonger's issue in 4 minutes. That's like trying to wrap up a Shakespearean play in a haiku!
LA
Lavonna
1 year ago
E) Average call length should be replaced with the average rate of return calls as the primary performance measure for team leaders.
TR
Trina
1 year ago
C) It would be better to evaluate team leaders on the basis of multiple criteria.
LE
Leanna
1 year ago
A) The use of average call length may be leading to dysfunctional behaviour.
ME
Merri
2 years ago
E is the best answer. The focus should be on reducing return calls, not just call length. Simone's team is doing a great job at that, so she should be commended, not punished.
CE
Celeste
1 year ago
E) Average call length should be replaced with the average rate of return calls as the primary performance measure for team leaders.
GA
Gayla
1 year ago
A) The use of average call length may be leading to dysfunctional behaviour.
OR
Oretha
2 years ago
I believe option E is the way to go. Return calls show if the issue was resolved properly.
DO
Dong
2 years ago
B is correct. Simone is in breach of the call centre's policy by allowing her team's calls to exceed the 4-minute limit. She should be disciplined, not rewarded for this.
FR
Frankie
2 years ago
I agree with Luisa. Simone's approach of ensuring customer satisfaction is important.
ET
Ettie
2 years ago
I agree with Elly. Simone is doing the right thing by encouraging her team to make sure customers are satisfied, even if it means longer calls. The policy should be more balanced.
EL
Elly
2 years ago
I think the answer is C. Evaluating team leaders on multiple criteria would be better than just using average call length. Simone's team may be taking longer to ensure customer satisfaction, which is a good thing.
AD
Adelina
1 year ago
E) Average call length should be replaced with the average rate of return calls as the primary performance measure for team leaders.
NA
Narcisa
1 year ago
C) It would be better to evaluate team leaders on the basis of multiple criteria.
OW
Owen
2 years ago
A) The use of average call length may be leading to dysfunctional behaviour.
LU
Luisa
2 years ago
I think option A is true. Average call length may not be the best measure of success.