At USAA call centers,each caller is immediately addressed by rank and name.Workers receive training on helping customers across product lines and transferring them to subject experts.Callers are always invited to answer a survey about their call experience.This example focuses on which component of the quality management strategy?
A) Technology
B) Materials
C) Employee involvement
D) Methods
E) Operations

Question

Quizplus · Accepted Answer

The example focuses on employee involvement as workers are trained to address callers by rank and name, and to assist them with product lines and transferring them to subject experts. The strategy appears to focus more on training and empowering employees, rather than technology, materials, methods or operations.

At USAA Call Centers,each Caller Is Immediately Addressed by Rank