Candice Worthy and Philip Hanson are day shift supervisors at National Call Center’s Austin, Texas, facility. National provides contract call center services for a number of companies, includ-ing banks and major retail companies. Candice and Philip have both been with the company for slightly more than five years, having joined National right after graduating with bachelor’s degrees from the University of Texas. As they walked down the hall together after the weekly staff meeting, the two friends were discussing the assignment they were just handed by Mark Gonzales, the division manager.
Required Tasks:
1. Develop bar charts showing the mean and median current account balance by gender of the caller.
2. Develop bar charts showing the mean and median current account balance by gender of the account holder.
3. Construct a scatter diagram showing current balance on the horizontal axis and past due amount on the vertical axis.
4. Compute the key descriptive statistics for the center and for the variation in current account balance broken down by gender of the caller, gender of the account holder, and by the nature of the call.
5. Repeat task 4 but compute the statistics for the past due balances.
6. Compute the coefficient of variation for current account balances for male and female account holders.
7. Develop frequency and relative frequency distributions for the gender of callers, gender of account holders, and nature of the calls.
8. Develop joint frequency and joint relative frequency distributions for the account holder gender by whether or not the account has a past due balance.
9. Write a report to National’s client that contains the results for tasks 1–8 along with a discussion of these statistics and graphs.