Question

James is a human resource professional helping to improve their performance management system of a company that sells and services office equipment. The company operates a call center that takes calls from customers who are having problems with their equipment. Call center employees are supposed to verify that the problem is not one the customer can easily handle (for example, equipment that will not operate because it has come unplugged). Then, if the problem is resolved over the phone, the employees arrange for service technicians to visit the customer. The company can charge the customer only if a service technician visit, so performance management of the call center employees focuses on productivity – how quickly they can complete a call and move on to the next caller. To measure this performance efficiently and accurately, the company uses electronic monitoring.

choose an assessment method? and explain?

Answer 1

go over all the common problems and fixes

Step-by-step explanation:

they can go over all the COMMON problems and fixes with the customer