Historically, the majority of a call center$$s customers have reported a high level of satisfaction with their overall experience. However, during the past six months, the number of customers reporting a high level of satisfaction has declined significantly. The call center$$s manager is concerned and requests that the training specialist provide more employee training in order to improve the call center$$s customer satisfaction ratings. The training specialist administers a survey to all call center employees. Results indicate that the call center limits the amount of time employees spend with each customer and uses call center metrics to determine call volume and service level. In addition, a group of call center employees report feeling that their supervisor gives special treatment to several employees with the same ethnicity and gender as the supervisor. The group of employees believe they are held to a higher standard in meeting the new call volume metrics and plan to report their concerns to the chief human resource officer $($CHRO$).$

Which is the best first step for the training specialist to take regarding the allegation that the supervisor exhibits bias toward certain employees?

Answers

Provide recommendations to the CHRO on coaching the supervisor.

Ask an appropriate member of the CHRO$$s team to investigate the allegation.

Discuss with the CHRO how to incorporate a training module focused on bias.

Gather information regarding the allegations and report findings to the CHRO.