Verbal Test Question 23 – Contact Centre Quality Checks
Read the passage and decide whether the statement is True, False or Cannot Say. Use only the information provided.
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Passage
Quality reviewers previously assessed two calls per adviser each month, regardless of the adviser's experience or earlier results. Under the revised method, every adviser still receives at least one review each month. Additional calls are checked where an adviser is new, has recently received a low score or handles a high-risk service. The total number of calls reviewed has remained broadly unchanged because fewer checks are now allocated to advisers with consistently strong results.
Statement
The revised method directs more quality-checking effort towards advisers or services with a higher risk of problems.
Answer options
- True
- False
- Cannot Say
Click to reveal the answer
Correct answer: True
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