Exam IIA-CIA-Part3-3P Topic 3 Question 63 Discussion

Actual exam question for IIA's IIA-CIA-Part3-3P exam
Question #: 63
Topic #: 3

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?

A. De-emphasize the importance of call center employees completing a certain number of calls per hour B. Increase the incentive for call center employees to complete calls quickly and raise the number of calls completed daily C. Review the the call center script used by customer service agents to interact with callers and update the script rf necessary D. Retrain call center staff on area processes and common technical issues that they will Likely be asked to resolve

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