Question

What can be concluded about call center performance if a call duration target of less than 240 seconds is set?

1) The call center performance will improve
2) The call center performance will decline
3) The call center performance will remain the same
4) Cannot be determined without additional information

Answer 1

Without additional information on the current call duration averages and other operational aspects, it is impossible to determine the impact of setting a call duration target on call center performance.

Step-by-step explanation:

Setting a call duration target of less than 240 seconds can have a variety of outcomes on call center performance. Without additional information, it is impossible to determine whether performance will improve, decline, or remain the same. Factors such as the current average duration of calls, the ability of call center staff to resolve issues quickly and efficiently, customer satisfaction, and the nature of the calls themselves must be considered. For instance, if the current average call duration is well above the target, setting a lower target may require significant changes in operations which could improve or stress the performance depending on how they are managed. Conversely, if the current average call duration is already below 240 seconds, setting this target may not affect the performance at all.