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TOEIC 스타일 읽기: 분기 검토 보고서와 답신

이름:날짜:

TOEIC 읽기 스타일의 독립 연습이며 공식 시험이 아닙니다: 분기 검토 보고서와 이사의 답신을 읽고 추론 문제와 세부 정보 문제에 답합니다.

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

추론과 태도

보고서와 이메일을 읽으십시오. 각 문제에 가장 알맞은 답을 고르십시오.

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

세부 정보 문제

보고서와 이메일의 정보를 사용하여 각 문제에 답하십시오. 빈칸 문항에는 짧은 답을 입력하십시오.

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

정답

추론과 태도

b) It was not maintained until the end of the quarter.보고서는 개선이 대부분 처음 8주 동안 이루어졌고 9월에 시간이 다시 길어졌다고 말합니다.
c) Having to give the same information more than once불만의 주된 원인은 여러 상담원에게 같은 정보를 반복해서 말해야 한다는 점입니다.
d) Its overall value cannot yet be judged fairly.아직 예상한 절감 효과를 내지 못했지만, 재무팀은 최소 두 개 분기 전체의 데이터를 기다릴 것을 조언합니다.
b) Two experienced agents left the team in September.보고서는 초과 지출이 대부분 9월의 퇴사 때문이라고 말합니다.
a) He is doubtful that it should be the first step.그는 확신이 덜하며 먼저 교육 시간을 살펴보고 싶다고 말합니다.
c) It took them a long time to become fully independent.그는 그들이 독립적으로 일하기까지 거의 석 달이 걸렸다고 언급하며 그 기간을 줄이고 싶어 합니다.
b) To suggest that waiting may involve a price risk그는 현재 가격이 연말까지만 유지된다고 말하는데, 이는 기다리기로 한 결정에 약간의 압박을 줍니다.
d) To recognise effort that the report does not show그는 추가 근무를 맡아 준 상담원들에게 감사를 전하며, 그들의 노력이 수치에는 나타나지 않는다고 말합니다.

세부 정보 문제

four and a half / 4.5 / 4 and a half / four and half요약은 새로운 평균을 네 시간 반으로 제시합니다.
b) Carla DominguezMr Sato는 콘텐츠 팀의 Carla Dominguez에게 도움말 페이지를 우선순위로 다루어 달라고 요청했습니다.
Wednesday이메일은 수요일까지 아이디어와 수치를 달라고 요청합니다.
4.5 / four point five고객 만족도 항목은 첫 접촉 해결 항목에 4.5를 제시합니다.
d) ThursdayMr Sato는 목요일 회의를 언급합니다.
b) Eleven per cent비용 항목은 지출이 예산을 11퍼센트 초과했다고 밝힙니다.