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Membaca gaya TOEIC: tinjauan kuartalan dan balasannya

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Latihan mandiri bergaya bacaan TOEIC, bukan tes resmi: baca tinjauan kuartalan dan balasan direktur, lalu jawab soal inferensi dan detail.

Customer Support Review: Third Quarter (extract)

Summary. In the third quarter the support team handled 14,200 requests, an increase of nine per cent on the previous quarter. Average first-response time fell from six hours to four and a half, and the proportion of enquiries resolved at the first contact rose from fifty-eight to sixty-four per cent. These improvements, however, were achieved largely in the first eight weeks. In September, response times lengthened again as two experienced agents left the team and their replacements had not yet completed training.

Customer satisfaction. Survey scores averaged 4.1 out of 5, unchanged from the second quarter. Satisfaction among customers whose queries were resolved at first contact was considerably higher (4.5) than among those who contacted us twice or more (3.2). Comments suggest that the main source of dissatisfaction is not the quality of individual answers but the need to repeat information to different agents. Several customers also mentioned that the online help pages did not match the advice they were given by telephone.

Cost. Spending on temporary staff exceeded budget by eleven per cent, mostly because of the September departures. The new ticketing software, introduced in July, has not yet produced the savings projected in the original business case, although it has made it easier to track repeat contacts. The finance team advises that a fair assessment of the software should wait until at least two full quarters of data are available.

Recommendations. First, offer retention incentives to experienced agents before the busy winter period. Second, reorganise the help pages so that they reflect current procedures. Third, postpone any decision on extending the software licence until the second quarter of next year.

Email: Next steps after the third-quarter review

From: Haruto Sato, Operations Director. To: Support team leaders. Subject: Next steps after the third-quarter review.

Dear all, thank you for the thorough work behind the quarterly review. I have read it carefully and would like to respond to its recommendations before our meeting on Thursday. I agree that the help pages need attention, and I have asked Carla Dominguez in the content team to treat this as a priority.

I am less convinced by the suggestion on incentives. While I understand the concern about winter workloads, I would prefer to see what we can do about training times first, since it took the two replacements nearly three months to work independently. If we can shorten that period, the effect of any future departure would be smaller. Please send me your ideas on this by Wednesday, together with any figures you have on how long each stage of training takes.

On the software, I am happy to wait, although the licence supplier has indicated that the current price will only be held until the end of the year. I will find out whether that deadline is firm. Finally, I would like to thank those agents who covered extra shifts in September. Their effort was noticed, even if it does not appear in the figures. Best regards, Haruto Sato

Inferensi dan sikap

Baca laporan dan email. Pilih jawaban terbaik untuk setiap pertanyaan.

What can be inferred about the improvement in response times?
- a) It lasted for the whole quarter.
- b) It was not maintained until the end of the quarter.
- c) It was caused by the new software.
- d) It was smaller than expected.
According to the report, what mainly upsets dissatisfied customers?
- a) Incorrect answers from agents
- b) The price of the service
- c) Having to give the same information more than once
- d) The design of the ticketing software
What does the report suggest about the new ticketing software?
- a) It has caused costs to rise sharply.
- b) It should be replaced next quarter.
- c) Customers prefer it to the old system.
- d) Its overall value cannot yet be judged fairly.
Why did spending on temporary staff exceed the budget?
- a) Request numbers fell unexpectedly.
- b) Two experienced agents left the team in September.
- c) The software licence became more expensive.
- d) Training for the new agents was too short.
What is Mr Sato's attitude to the recommendation on retention incentives?
- a) He is doubtful that it should be the first step.
- b) He rejects it for budget reasons.
- c) He fully supports it.
- d) He has not yet read it.
What does Mr Sato imply about the two replacement agents?
- a) They were not suitable for the job.
- b) They received no training at all.
- c) It took them a long time to become fully independent.
- d) They have already left the company.
Why does Mr Sato mention the licence supplier?
- a) To recommend a different supplier
- b) To suggest that waiting may involve a price risk
- c) To announce that the licence has been extended
- d) To complain about the software
Why does Mr Sato thank the agents who covered extra shifts in September?
- a) To request more extra shifts
- b) To announce changes to staff pay
- c) To criticise the figures in the review
- d) To recognise effort that the report does not show

Pertanyaan detail

Jawab setiap pertanyaan dengan memakai informasi dari laporan dan email. Untuk butir isian, ketik jawaban singkat.

Average first-response time fell from six hours to ___ hours.
Who has been asked to give priority to the help pages?
- a) Haruto Sato
- b) Carla Dominguez
- c) The finance team
- d) The licence supplier
Team leaders must send their ideas on training by ___.
Customers whose queries were resolved at first contact gave an average satisfaction score of ___.
On which day will the meeting take place?
- a) Monday
- b) Tuesday
- c) Wednesday
- d) Thursday
By how much did spending on temporary staff exceed the budget?
- a) Nine per cent
- b) Eleven per cent
- c) Fourteen per cent
- d) Fifty-eight per cent

Kunci jawaban

Inferensi dan sikap

b) It was not maintained until the end of the quarter.Laporan menyatakan bahwa peningkatan itu sebagian besar dicapai dalam delapan minggu pertama dan bahwa waktunya kembali memanjang pada bulan September.
c) Having to give the same information more than onceSumber ketidakpuasan utama adalah keharusan mengulang informasi kepada agen yang berbeda-beda.
d) Its overall value cannot yet be judged fairly.Sistem itu belum menghasilkan penghematan yang diproyeksikan, tetapi bagian keuangan menyarankan untuk menunggu data minimal dua kuartal penuh.
b) Two experienced agents left the team in September.Laporan menyatakan bahwa pembengkakan biaya sebagian besar disebabkan oleh kepergian karyawan pada bulan September.
a) He is doubtful that it should be the first step.Dia mengatakan dia kurang yakin dan lebih suka melihat waktu pelatihan terlebih dahulu.
c) It took them a long time to become fully independent.Dia menyebut bahwa mereka butuh hampir tiga bulan untuk bisa bekerja mandiri dan ingin memperpendek masa itu.
b) To suggest that waiting may involve a price riskDia mengatakan harga saat ini hanya berlaku sampai akhir tahun, yang memberi sedikit tekanan pada keputusan untuk menunggu.
d) To recognise effort that the report does not showDia berterima kasih kepada para agen karena menggantikan shift tambahan dan mengatakan upaya mereka tidak tampak dalam angka-angka.

Pertanyaan detail

four and a half / 4.5 / 4 and a half / four and halfRingkasan menyebut rata-rata baru sebesar empat setengah jam.
b) Carla DominguezMr Sato telah meminta Carla Dominguez di tim konten untuk memprioritaskan halaman bantuan.
WednesdayEmail meminta ide dan angka paling lambat hari Wednesday.
4.5 / four point fiveBagian kepuasan pelanggan menyebut 4.5 untuk penyelesaian pada kontak pertama.
d) ThursdayMr Sato merujuk pada rapat hari Thursday.
b) Eleven per centBagian biaya menyatakan bahwa pengeluaran melebihi anggaran sebesar sebelas persen.