Caller Complaints Welcome! You are encouraged to register with the site and login (for free). When you register, you support the site and your question history is saved.Callers to a customer help line frequently complained about the quality of service. Seventy percent of survey respondents cited the services agents' lack of knowledge of how to solve the problems they were calling about. To address the problem, management decided that each service agent should go through regular training. Each agent spent half a day each week in sessions covering how to respond to callers' problems. Nevertheless, after three months of training, the rate of caller complaints has not decreased. Which of the following, if true, most helps to explain why the training failed to achieve its goal? The training program created significant additional cost in running the help line. Taking service agents out of the group answering calls at any given time causes the average wait time of callers to rise. The ongoing training does not cover all possible caller problems. The proportion of repeat callers to the help line is low, so callers have no way of observing that service agent knowledge has improved. The company providing the help line has lost customers due to their dissatisfaction with the quality of service, both before and after the regular training began. Review Answer