Question

In order to gauge the productivity of employees, a particular call centre uses the number of calls handled per hour as a measure. However, the number of calls handled per hour is not a correct measure to measure productivity since the number of queries effectively resolved is not being taken into consideration. Therefore, calls handled per hour is not the correct way to measure productivity of workers. Which of the following statements, if true, most weakens the above argument.

• A. Call Centre employees are representative of workers in general.
• B. Call Centre employees only redirect calls to the relevant department and do not answer queries.
• C. Answering calls is the main activity of Call Centre Employees.
• D. All of the above are true.
• E. None of the above.

Hint:

In "weaken the argument" questions, look for an answer choice that attacks the core assumption or premise of the argument. The argument here assumes that resolving queries is part of the job; option (B) negates this assumption.

Answer 1

The Correct Option is B

Step 1: Understanding the Concept:
This question asks us to weaken a logical argument. To weaken an argument, we must find a statement that attacks its underlying premise or shows that its conclusion does not logically follow from its premise.

Step 3: Detailed Explanation:
The argument is structured as follows:
Premise 1: A call centre measures productivity by the number of calls handled per hour.
Premise 2 (Criticism): This is not a correct measure because it doesn't consider the number of queries effectively resolved.
Conclusion: Therefore, calls handled per hour is not the correct way to measure productivity.
The entire argument hinges on the idea that "resolving queries" is a crucial part of the employees' job that is being ignored. To weaken this argument, we need to find a statement that makes the concept of "resolving queries" irrelevant to their job.
Let's analyze the options:
(A) Call Centre employees are representative of workers in general.
This is irrelevant. The argument is about the specific productivity measure for these specific call centre employees, not for workers in general.
(B) Call Centre employees only redirect calls to the relevant department and do not answer queries.
This statement directly attacks Premise 2. If the employees' sole job is to redirect calls and they are not supposed to resolve queries, then measuring the number of resolved queries is pointless. Their productivity would, in fact, be best measured by how many calls they can handle (i.e., redirect) per hour. This completely dismantles the argument's central criticism, thereby weakening the conclusion significantly.
(C) Answering calls is the main activity of Call Centre Employees.
This statement supports the idea that the number of calls is an important metric, but it does not weaken the argument. The argument's point is not about whether answering calls is the main activity, but about the quality of that activity (resolving queries) versus the quantity. This option does not address the core criticism about resolution.
(D) All of the above are true.
Since (A) and (C) do not weaken the argument, this is incorrect.
(E) None of the above.
Since (B) effectively weakens the argument, this is incorrect.

Step 4: Final Answer:
The statement in option (B) is the most effective at weakening the argument because it invalidates the premise that resolving queries is a relevant metric for these employees' productivity.