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 drawing charts (using Excel if possible) showing two key relationships among the four variables. What do your two models tell you? Bonus Question: How many ways can these four variables be compared on an X versus Y graph?

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Average Percent Solved Overall Customer Satisfaction Percent Quarter Hold Time First Time Q1 Q2 Q3 Q5 22 seconds 34 seconds 44 seconds 67 seconds 38 seconds 70 seconds 86 seconds 8290 80% 88% 85% 85% 75% 73% 96% 92% 82% 84% 90% 80% 81%