The financial services call center in Problem 2.20 also monitors call duration, the amount of time spent

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The financial services call center in Problem 2.20 also monitors call duration, the amount of time spent speaking to customers on the phone. The file CallDuration contains the following data for time, in seconds, spent by agents talking to 50 customers:

a. Construct a frequency distribution and a percentage distribution.

b. Construct a cumulative percentage distribution.

c. What can you conclude about call center performance if a call duration target of less than 240 seconds is set?


Problem 2.20

Call centers today play an important role in managing day-today business communications with customers. Call centers must be monitored with a comprehensive set of metrics so that businesses can better understand the overall performance of those centers. One key metric for measuring overall call center performance is service level, the percentage of calls answered by a human agent within a specified number of seconds. The file ServiceLevel contains the following data for time, in seconds, to answer 50 incoming calls to a financial services call center.

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Related Book For  book-img-for-question

Business Statistics A First Course

ISBN: 9780135177785

8th Edition

Authors: David M. Levine, Kathryn A. Szabat, David F. Stephan

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