Betty is a supervisor in training at Call on Us, a call center that has more than 42 campaigns. She has been selected to be a part of a leadership programme, to progress into a more senior role at the organisation. As part of the programme, Betty is required to provide a detailed research report on the effects of COVID-19 on her institutions performance. Betty has very limited knowledge on the operations at the institution as she is still a junior and has a lot to learn, therefore she has decided to focus on Customer Care division. Call on Us has a staff compliment of 30 employees inclusive of Betty, which consists of a general Manager; 3 supervisors; 16 agents; 5 administrators; 2 assistants, and 2 general workers. QUESTION TWO [20] Discuss the significance of a Literature review in the research process.

QUESTION THREE [20]

Develop five (5) questions to investigate the Impact of COVID-19 on organisation performance.

Each question needs to follow the various types of questions below:

Closed-ended Question (4)

Rated Question (4) Ranked Question (4)

Single Response Question (4)

Multiple Choice Question (4