Joy English · レベル C1 · TOEIC形式joy-english.com
TOEIC 形式のリーディング：四半期レビューと返信
名前:日付:
TOEIC のリーディング形式の独自の練習で、公式のテストではありません。四半期レビューと部長の返信を読み、推論と詳細についての問題に答えます。
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
推論と態度
報告書とメールを読んでください。各問いの最適な答えを選んでください。
- What can be inferred about the improvement in response times?
- According to the report, what mainly upsets dissatisfied customers?
- What does the report suggest about the new ticketing software?
- Why did spending on temporary staff exceed the budget?
- What is Mr Sato's attitude to the recommendation on retention incentives?
- What does Mr Sato imply about the two replacement agents?
- Why does Mr Sato mention the licence supplier?
- Why does Mr Sato thank the agents who covered extra shifts in September?
詳細についての問題
報告書とメールの情報を使って、各問いに答えてください。空所補充の問題では、短い答えを入力してください。
- Average first-response time fell from six hours to ___ hours.
- Who has been asked to give priority to the help pages?
- 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?
- By how much did spending on temporary staff exceed the budget?
解答
推論と態度
- b) It was not maintained until the end of the quarter.報告書は、改善は主に最初の 8 週間で達成され、9 月には時間が再び長くなったと述べています。
- c) Having to give the same information more than once不満の主な原因は、異なる担当者に同じ情報を繰り返し伝える必要があることです。
- d) Its overall value cannot yet be judged fairly.まだ見込まれていた節約は生み出されていませんが、財務部は少なくとも 2 四半期分の完全なデータを待つよう助言しています。
- b) Two experienced agents left the team in September.報告書は、予算超過は主に 9 月の退職者によるものだと述べています。
- a) He is doubtful that it should be the first step.彼は、それほど確信はなく、まず研修にかかる時間を調べたいと述べています。
- c) It took them a long time to become fully independent.彼は、後任の2人が独り立ちするまでに3か月近くかかったと述べ、その期間を短縮したいと考えています。
- b) To suggest that waiting may involve a price risk彼は、現在の価格が据え置かれるのは年末までだと述べており、待つという決定にいくらか圧力がかかっています。
- d) To recognise effort that the report does not show彼は、追加のシフトに入ってくれた担当者に感謝し、その努力は数字には表れないと述べています。
詳細についての問題
- four and a half / 4.5 / 4 and a half / four and half要約は、新しい平均を 4 時間半としています。
- b) Carla DominguezMr Sato は、コンテンツチームの Carla Dominguez に、ヘルプページを優先して扱うよう依頼しました。
- Wednesdayメールは、水曜日までにアイデアと数字を求めています。
- 4.5 / four point five顧客満足度の項では、初回の対応で解決した顧客の評価を 4.5 としています。
- d) ThursdayMr Sato は、木曜日の会議に触れています。
- b) Eleven per cent費用の項では、支出が予算を 11 パーセント超えたと述べています。