Certified Internal Auditor (CIA) Part 3: Business Knowledge for Internal Auditing — Question 170

While auditing an organization's customer call center, an internal auditor notices that key performance indicators show a positive trend, despite the fact that there have been increasing customer complaints over the same period.

Which of the following audit recommendations would most likely correct the cause of this inconsistency?

Answer options

• A. Review the call center script used by customer service agents to interact with callers, and update the script if necessary.
• B. De-emphasize the importance of call center employees completing a certain number of calls per hour.
• C. Retrain call center staff on area processes and common technical issues that they will likely be asked to resolve.
• D. Increase the incentive for call center employees to complete calls quickly and raise the number of calls completed daily.

Correct answer: C

Explanation

The correct answer is C because retraining staff on processes and technical issues directly addresses the root cause of customer complaints, equipping them to handle inquiries more effectively. Option A may help, but it does not directly address the knowledge gap of the agents. Option B could harm performance metrics, and option D could exacerbate the issue by prioritizing speed over quality of service.