Question

Customers call a call center to make room reservations for a small chain of 42 motels located throughout the southwestern part of the United States. Business analytics is used to determine how and if the following performance metrics are related: time by quarter, average time on hold (seconds) before a customer reaches a company customer service representative, percent of time the customer inquiry is solved the first time (called first pass quality) and customer satisfaction with the overall call center experience.
Develop a graphical interlinking model by constructing scatter charts showing the relationships between each pair of variables. What do results tell you?


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  • CreatedSeptember 17, 2015
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