During a help desk review, an IS auditor determines the call abandonment rate exceeds agreed-upon service levels.
What conclusion can be drawn from this finding?
Click on the arrows to vote for the correct answer
A. B. C. D.B.
The finding that the call abandonment rate exceeds agreed-upon service levels indicates that there may be a problem with the help desk's ability to handle the volume of incoming calls from users. When users are unable to reach a representative quickly, they may become frustrated and hang up, leading to an increase in the abandonment rate.
Option A, that there are insufficient telephone lines available to the help desk, is a possible explanation for the high abandonment rate. If there are not enough phone lines to handle the volume of incoming calls, users may be unable to reach a representative and give up trying to call the help desk.
Option B, that there is insufficient staff to handle the help desk call volume, is also a possible explanation for the high abandonment rate. If there are not enough help desk staff available to answer incoming calls, users may be unable to reach a representative and abandon their calls.
Option C, that help desk staff are unable to resolve a sufficient number of problems on the first call, is not directly related to the high abandonment rate. While it is possible that users are hanging up because their problems are not being resolved, this would not necessarily explain why so many users are abandoning their calls in the first place.
Option D, that users are finding solutions from alternative sources, is also not directly related to the high abandonment rate. While it is possible that users are abandoning their calls because they have found solutions elsewhere, this would not necessarily explain why the help desk is experiencing a high abandonment rate overall.
In summary, options A and B are the most likely explanations for the high abandonment rate observed during the help desk review.