While auditing an organization's customer call center, an internal auditor notices that key performance indicators...

Review the the call center script used by customer service agents to interact with callers and update the script rf necessary

De-emphasize the importance of call center employees completing a certain number of calls per hour

Retrain call center staff on area processes and common technical issues that they will Likely be asked to resolve

Increase the incentive for call center employees to complete calls quickly and raise the number of calls completed daily