Abigail and Lawrence hired as customer service representatives the same week. They've now been at the job for seven months. Abigail consistently gets positive feedback on her calls, and her call volume 30% higher than Lawrence's. Lawrence has been given good feedback for the most part, though some custmoers have said he could be more helpful. Neither worker has management expericence, though ABigail hopes she won't be on the phones for more than another year.

Question

What is the most likely event that will take place in this situation?

Answer 1

The most likely event that will take place in this situation is that Abigail will receive a promotion or move into a different role within the company, possibly into a management position, due to her consistently positive feedback and higher call volume. Lawrence may also continue to receive good feedback, but it is less likely that he will receive the same opportunities for advancement as Abigail.