Use the following template to assess the level of risk by identifying the level of impact and probability of a call center risk. In this exercise, a risk level is assessed based on a combination of the impact and probability level of an event. The impact and probability level range is low or high. A risk level range is low, medium, or high. For example, if impact and probability are both low, then the risk level is low; if the impact is high and probability is low or vice versa, then the risk level is medium; and if impact and probability are both high, then the risk level is also high.
Call Center Risks | Impact | Probability | Risk Level |
Loss of call center phone (damaged or stolen) |
|
|
|
Loss of call center computer (damaged or stolen) |
|
|
|
Caller bad credit |
|
|
|
Fraud |
|
|
|
Lost transactions |
|
|
|
Data entry error |
|
|
|
Customer experiences long wait time |
|
|
|
Customer can’t get through to the call center |
|
|
|
Call center employee bad behavior |
|
|
|
Call center employee cannot answer customer questions |
|
|
|
Obsolete computers, phones, and internal communications |
|
|
|
What do I need to know about COSO’s ERM Cube components?
What is the ISO 31000 Risk Management Standard?
We need at least 10 more requests to produce the solution.
0 / 10 have requested this problem solution
The more requests, the faster the answer.