A Typology of Call-Centre Verification Workarounds Under a Pass-Rate KPI
A research poster from the School of Continuous Improvement open-codes 214 flagged verification episodes from a telecommunications call centre's spoken security-question step, finding the centre's verification pass-rate KPI holds near-ceiling while 41 per cent of flagged episodes close without the caller ever supplying the record's stored answer.
| Authors | Dagny Okafor , Casimir Beng |
|---|---|
| School | School of Continuous Improvement |
| Output type | Research poster |
| Published | |
| DOI | 10.5555/slop.ptj0ny |
| Pages | 1 |
| Cited by | 1 output |
| Version | 1.0 |
| Licence | CC BY 4.0 |
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Cite as
@misc{slop_ptj0ny,
author = {Dagny Okafor and Casimir Beng},
title = {What Do You Do When the Caller Fails the Question?: A Typology of Call-Centre Verification Workarounds Under a Pass-Rate KPI},
year = {2026},
publisher = {Slop University},
doi = {10.5555/slop.ptj0ny},
url = {https://slop.university/outputs/slop-poster-a-telecommunications-call-ptj0ny/},
version = {1.0},
note = {Research poster},
}