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Question 8 - CBDA discussion

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Operation managers are concerned about the increasing attrition rates in the call center. A series of interviews is being conducted with call center agents to collect information to better understand the problem. Interviewees will ask open and closed ended questions that are both quantitative and qualitative. Which of the following is considered a qualitative open-ended question?

A.
How does call volume contribute to job burnout?
Answers
A.
How does call volume contribute to job burnout?
B.
Would morale improve if you could work 2 days per week from home?
Answers
B.
Would morale improve if you could work 2 days per week from home?
C.
How many calls on average do you service in an hour?
Answers
C.
How many calls on average do you service in an hour?
D.
Do you receive more calls on Mondays or Fridays?
Answers
D.
Do you receive more calls on Mondays or Fridays?
Suggested answer: A

Explanation:

A qualitative open-ended question is a question that allows the respondent to express their thoughts, feelings, or opinions in their own words, without being constrained by predefined options or categories. A qualitative open-ended question can help the interviewer explore the underlying reasons, motivations, or perceptions of the respondent. Option A is a qualitative open-ended question, because it asks the respondent to explain how call volume affects their job satisfaction and well-being, which may vary from person to person and require elaboration. Options B, C, and D are not qualitative open-ended questions, because they ask the respondent to choose between two alternatives (B and D) or provide a numerical value , which are quantitative and closed-ended responses.

Reference:

* Business Analysis Certification in Data Analytics, CBDA | IIBA, CBDA Competencies, Domain 2: Source Data

* Understanding the Guide to Business Data Analytics, page 14

* CERTIFICATION IN BUSINESS DATA ANALYTICS HANDBOOK - IIBA, page 8, CBDA Exam Sample Questions and Self-Assessment, Question 9

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asked 18/09/2024
Vidana Weerasinghe
43 questions
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