medium · GMAT Verbal
A call center introduced a new training module focused on troubleshooting the three most common customer complaints. In the months after the training was completed, average call-handle time fell from 9.2 minutes to 6.8 minutes. Center management concluded that the new training module caused the reduction in handle time.
Which of the following, if true, would most strengthen management's conclusion?
- The drop in handle time was concentrated almost entirely in calls involving the three complaint types covered by the training; other call types were essentially unchanged.
- The call center's employee turnover rate declined during the same period.
- The center upgraded its phone software around the same time for unrelated reasons, a vendor-driven change rolled out to every center regardless of complaint-specific training.
- Customer satisfaction scores improved during the same period.
- The center's call volume increased during the same period.
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