Judgement Test Question 87 – Leaders disagree over speed and support for complex users
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
A national contact service has a growing backlog. The operations director wants a standard ten-minute call target to increase throughput. The customer director argues that vulnerable users often need longer and says strict targets will create repeat contact and complaints. Local managers are applying different expectations, and staff feel they will be criticised whichever approach they take. The disagreement is also affecting trust between the two leadership teams. You own the service and need to improve waiting times while protecting appropriate support and consistent decisions.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Let local managers decide how long calls should take until the backlog is under control.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Use demand and customer evidence to set clear service principles, create a route for complex calls and monitor both waiting times and repeat contact.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Set an average call target and allow exceptions with manager approval.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Apply the ten-minute target to every call so all customers receive the same amount of staff time.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Effective
- Action C: Fairly Effective
- Action D: Counterproductive
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