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Question 193 - IIA-CIA-Part3 discussion

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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?

A.
Review the call center script used by customer service agents to interact with callers, and update the script if necessary.
Answers
A.
Review the call center script used by customer service agents to interact with callers, and update the script if necessary.
B.
Be-emphasize the importance of call center employees completing a certain number of calls per hour.
Answers
B.
Be-emphasize the importance of call center employees completing a certain number of calls per hour.
C.
Retrain call center staff on area processes and common technical issues that they will likely be asked to resolve.
Answers
C.
Retrain call center staff on area processes and common technical issues that they will likely be asked to resolve.
D.
Increase the incentive for call center employees to complete calls quickly and raise the number of calls completed daily
Answers
D.
Increase the incentive for call center employees to complete calls quickly and raise the number of calls completed daily
Suggested answer: A
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asked 18/09/2024
AJ Foraker
36 questions
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