Customers call a call center to make room reservations for a small chain of 42 motels located
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?
Step by Step Answer:
OM6 operations supply chain management
ISBN: 978-1305664791
6th edition
Authors: David Alan Collier, James R. Evans