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การอ่านแนว TOEIC: รายงานรายไตรมาสและอีเมลตอบกลับ

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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

การอนุมานและทัศนคติ

อ่านรายงานและอีเมล แล้วเลือกคำตอบที่ดีที่สุดสำหรับแต่ละคำถาม

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

คำถามรายละเอียด

ตอบแต่ละคำถามโดยใช้ข้อมูลจากรายงานและอีเมล สำหรับข้อที่มีช่องว่าง ให้พิมพ์คำตอบสั้น ๆ

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

เฉลย

การอนุมานและทัศนคติ

b) It was not maintained until the end of the quarter.รายงานระบุว่าการปรับปรุงส่วนใหญ่เกิดขึ้นในแปดสัปดาห์แรก และเวลาก็ยาวขึ้นอีกในเดือน September
c) Having to give the same information more than onceสาเหตุหลักของความไม่พอใจคือต้องบอกข้อมูลซ้ำกับเจ้าหน้าที่หลายคน
d) Its overall value cannot yet be judged fairly.ยังไม่ประหยัดได้ตามที่คาดการณ์ไว้ แต่ฝ่ายการเงินแนะนำให้รอข้อมูลอย่างน้อยสองไตรมาสเต็ม
b) Two experienced agents left the team in September.รายงานระบุว่าการใช้จ่ายเกินงบส่วนใหญ่มาจากการลาออกในเดือน September
a) He is doubtful that it should be the first step.เขาบอกว่าเขาเชื่อน้อยกว่า และอยากดูเวลาฝึกอบรมก่อน
c) It took them a long time to become fully independent.เขากล่าวว่าพนักงานใหม่ใช้เวลาเกือบสามเดือนจึงทำงานได้เอง และต้องการลดระยะเวลานั้น
b) To suggest that waiting may involve a price riskเขาบอกว่าราคาปัจจุบันคงไว้ถึงสิ้นปีเท่านั้น ซึ่งสร้างแรงกดดันต่อการตัดสินใจที่จะรอ
d) To recognise effort that the report does not showเขาขอบคุณเจ้าหน้าที่ที่รับกะเพิ่ม และบอกว่าความพยายามของพวกเขาไม่ปรากฏในตัวเลข

คำถามรายละเอียด

four and a half / 4.5 / 4 and a half / four and halfบทสรุประบุค่าเฉลี่ยใหม่ว่าสี่ชั่วโมงครึ่ง
b) Carla DominguezMr Sato ขอให้ Carla Dominguez ในทีมเนื้อหาจัดให้หน้าช่วยเหลือเป็นเรื่องเร่งด่วน
Wednesdayอีเมลขอแนวคิดและตัวเลขภายในวัน Wednesday
4.5 / four point fiveส่วนความพึงพอใจของลูกค้าระบุ 4.5 สำหรับการแก้ปัญหาในการติดต่อครั้งแรก
d) ThursdayMr Sato อ้างถึงการประชุมในวัน Thursday
b) Eleven per centส่วนต้นทุนระบุว่าการใช้จ่ายเกินงบประมาณไปสิบเอ็ดเปอร์เซ็นต์