A government helpline receives many duplicate queries. Most efficient solution?
Show answer & explanation
Correct answer: D
Explanation
1) Shut down the helpline
This would result in the complete cessation of the service, leaving those in need without assistance.
2) Ignore repetitive queries
Ignoring queries will not resolve the underlying issue, and people will still be left without answers.
3) Penalize callers
This is unfair, as people are calling specifically to seek help. Conclusion
4) Introduce a Frequently Asked Questions (FAQ) section and an automated response system
The problem at hand is that a government helpline is receiving a high volume of repetitive queries—that is, people are repeatedly asking the same questions.
The most practical and effective solution is to introduce a Frequently Asked Questions (FAQ) section and an automated response system, thereby enabling common queries to be answered promptly.
Therefore, Option 4 is the correct choice.