IIA Exam IIA-CIA-Part3-3P Topic 10 Question 4 Discussion

Actual exam question for IIA's IIA-CIA-Part3-3P exam

Question #: 4
Topic #: 10

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?

AReview the the call center script used by customer service agents to interact with callers and update the script rf necessary

BDe-emphasize the importance of call center employees completing a certain number of calls per hour

CRetrain call center staff on area processes and common technical issues that they will Likely be asked to resolve

DIncrease the incentive for call center employees to complete calls quickly and raise the number of calls completed daily

Show Suggested Answer

Suggested Answer: A

by Belen at May 08, 2022, 04:44 PM

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