Interview preparation
Increase Thane contact-centre capacity?
How would you measure whether the overflow provider solves the problem?
Read the case and its exhibit, then answer aloud or use the workspace.
60s
Reveal the exemplar and rubric
Compare resolved issues per customer and seven-day repeat rates, with abandoned calls as a service guardrail.
- Answer the question directly and name the decision owner’s objective.
- Use one number or observation from the exhibit to support your claim.
- State what evidence could reverse your recommendation and what you would do next.
Give yourself one point for each criterion. Repeat the answer with the largest omission fixed.