IIA-CIA-Part3-3P Exam - Topic 10 Question 4 Discussion

Actual exam question for IIA's IIA-CIA-Part3-3P exam

Question #: 4
Topic #: 10

While auditing an organization's customer call center, an internal auditor notices that key performance indicators show a positive trend despite the fact that there have been increasing customer complaints over the same period Which of the following audit recommendations would most likely correct the cause of this inconsistency?

AReview the the call center script used by customer service agents to interact with callers and update the script rf necessary

BDe-emphasize the importance of call center employees completing a certain number of calls per hour

CRetrain call center staff on area processes and common technical issues that they will Likely be asked to resolve

DIncrease the incentive for call center employees to complete calls quickly and raise the number of calls completed daily

Show Suggested Answer

Suggested Answer: A

by Belen at May 08, 2022, 04:44 PM

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Olive

5 months ago

Are we sure the KPIs are accurate? Seems fishy.

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Leota

5 months ago

De-emphasizing call volume might actually improve service.

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Ty

6 months ago

Wow, I can't believe complaints are rising with good stats!

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Jerlene

6 months ago

I disagree, retraining is the way to go.

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Lonny

6 months ago

Sounds like a script update could help!

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Jean

6 months ago

I feel like reviewing the call center script might be a good idea, but I'm not confident if that alone would fix the complaints.

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Audrie

6 months ago

I'm not entirely sure, but I think retraining staff could help address the complaints. It seems like a common issue in similar practice questions we went over.

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Wade

6 months ago

I remember discussing how performance metrics can sometimes be misleading, especially if they're focused solely on quantity rather than quality.

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Hailey

6 months ago

Increasing incentives for speed seems risky; it might just lead to more complaints if the quality of service drops. I think we covered this in our last review session.

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Detra

6 months ago

Okay, let me walk through this step-by-step. The latissimus dorsi is a large back muscle, so it's likely involved in a pulling motion. That rules out the bench press exercises. The lateral raise is a shoulder exercise, so that's not it either. I think the lat pulldown is the best answer.

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Alba

6 months ago

Ah, this is a tricky one. I'm not entirely sure which publication would include a specific workflow, so I'll need to read through the options carefully and try to eliminate the ones that don't seem as relevant.

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Fannie

6 months ago

Hmm, I'm a bit unsure about this one. I know we need to avoid the company becoming a transit AS, but I'm not totally sure which of these options is the best solution. I might need to review my BGP concepts a bit more before deciding.

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