At USAA Call Centers,each Caller Is Immediately Addressed by Rank

Multiple Choice

At USAA call centers,each caller is immediately addressed by rank and name.Workers receive training on helping customers across product lines and transferring them to subject experts.Callers are always invited to answer a survey about their call experience.This example focuses on which component of the quality management strategy?

A) Technology
B) Materials
C) Employee involvement
D) Methods
E) Operations