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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Average Hold Time 22 seconds 34 seconds 44 seconds 67 seconds 38 seconds 70 seconds 86 seconds Percent Solved Overall Customer uarter First Time Satisfaction Percent 82% 80% 8890 85% 85% 76% 73% 96% 92% 82% 84% 90% 80% 81% Q2 Q5