CompTIA
TK0-201 · Question #216
TK0-201 Question #216: Real Exam Question with Answer & Explanation
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Question
During an extensive needs analysis, the training group discovers that the organization's call center team is failing to mention add-on products and there are a large number of customer calls which are either abandoned or escalateto call center managers. The marketing area is adamant that call center agents refer to the add-on products in order to increase sales. In designing a training solution, the FIRST step should be to:
Options
- AReview or revisit call center standards.
- BCreate a special session just for the managers.
- CProvide a cheat sheet for the add-on products.
- DMonitor the agents for a week to truly understand their world.
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