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Martin Quinn is now faced with a dilemma on how to conduct Erik Rasmussen’s performance review given that facts and figures support an increase in efficiency within the department but he can also not ignore the increase of the turnover rate, quality problems due to inexperienced CSRs as a result of the cut back in training, and the low morale felt by the affected employees. The main issues revolved around the high labor cost and the low efficiency rate of customer service representatives.

Author

Shellyn Erespe Gomez

Language

EN