A call center manager hopes to improve the performance of her staff by decreasing the average time spent on a call.First,she sets up a performance board where the average length of a call for the previous week is posted and compared to the average call length for the preceding four weeks.Then,she encourages the staff to reduce the average.According to goal-setting theory,how could she improve this scheme?
A) She should make the goal easier.
B) She should make the goal more specific.
C) She should make the goal more general.
D) She should make the goal incomprehensible.

Question

Quizplus · Accepted Answer

The call center manager could improve this scheme by making the goal more specific. Instead of simply encouraging the staff to reduce the average call length, the manager could set a specific and measurable goal, such as reducing the average call length by a certain percentage or number of seconds. This would give the staff a clear target to aim for and make it easier to track their progress towards achieving the goal.

A Call Center Manager Hopes to Improve the Performance of Her