$2\mathrm{.}23$Section B: Long QuestionsRead the CASE STUOY carefuly and then ansswer QUESTIONS $2\mathrm{.}3$ and $4$ related to thisCASE STUDYimatelya cell phone company with approxentre hahe orning, Call volumes into te that theygone through the roof. They are recelving moe than doutble the number onn neriods beforeMsaly receve on aluesday. because of that more cliens te calls after they have beholding on for to long Thoue$2\mathrm{.}1$CELLSOLUTIONS ARE LOOKING FOR A SOLUTIONJohn has determined from his agents that many of the callers say that they are calling becehey ave eceved an e$-$mal from CellSolutiahs informing them that theyansistentlyQuestion $2.$ Basic Communication PrinciplesFrom the case study above, it is clear that communication has failed somewhere. Whyelse would clients be irate and concerned. It is also clear that the call centre operators arehaving a bad day at the offce$\mathrm{.}2\mathrm{.}1\mathrm{.}1$ State three reasons for clients' irritation with CellSolutions$\mathrm{.}2\mathrm{.}1\mathrm{.}2$ Draw Jacobsons model of communication as relevant to this case study. Draw itfrom the perspective of the call centre operator speaking to a clent. Apply all theelements to the case study$\mathrm{.}3)$teamleader$\mathrm{.}2\mathrm{.}1\mathrm{.}3$ ldentify the category of communication that John Mkize's uses as a call centre$(8)$betweena call centre agent and an irate client.$(22\mathrm{.}1\mathrm{.}4$ Briefly explain what is meant by the category identifed in QUESTION $2\mathrm{.}13.(3$This case study refers to complex communication between CellSolutions and dients. Considethe following questions related to factors which could influence this communication$\mathrm{.}2\mathrm{.}2\mathrm{.}1$ Name four factors that could influence this communication$(4)2\mathrm{.}2\mathrm{.}2$ Explain how two of these factors could potentially affect the communication$(2$x$214)$Phatic communication is important in the context ofa call centre where call centre operatorhave to deal with both friendly and unfriendly cients and build these relationships$2\mathrm{.}3\mathrm{.}1$ Explain what is meant by phatic communicationudo aoent are very angry and otedemand to talk toa manager.confirmed that calers were not behind with beir navments Nohody could yet determine wherethat specific e$-$mail originated from, or how it got sent to the clients.