Section B: Long Questions

Read the CASE STUDY carefully and then answer QUESTIONS $2,3$ and $4$ related to this.

CASE STUDY

CELLSOLUTIONS ARE LOOKING FOR A SOLUTION

John Mkize is a call centre teamleader at CellSolutions, a cell phone company with approximately

$28\%$ market share in South Africa. Since early this morning, call volumes into the call centre has

gone through the roof. They are receiving more than double the number of calls per hour that they

usually receive on a Tuesday. Because of that more clients have to hold on for long periods before

they get through to a call centre agent. Other clients abandon their calls after they have been

holding on for too long. Those who eventually get through to an agent are very angry and often

demand to talk to a manager.

John has determined from his agents that many of the callers say that they are calling because

they have received an e$-$mail from CellSolutions informing them that they are behind on their

payments and that their service will be discontinued within $24$ hours. Investigations consistently

confirmed that callers were not behind with their payments. Nobody could yet determine where

that specific e$-$mail originated from, or how it got sent to the clients