Directions: Use the information in each problem and solve. Upload the document to the Customer Service Analytics Assignment folder on D2L.

1. Party in a Box is concerned about how long, on average, it takes their customer service agents to respond to questions and concerns submitted via email by their customers. The Market Analyst review three specific time periods. Use the following information to calculate the average response time for each of the three time periods. Once youve calculated the average respond time for each of the three time periods, analyze the results and determine if you believe the concern of Party in a Box is justified (do they have a customer service response time issue?)

a. Time Period: 1.1.22-1.31.22

1. 225 submitted emails, each took 3 hours to respond
2. 450 submitted emails, each took 1 hour to respond
3. 345 submitted emails, each took 8 hours to respond

b. Time Period: 2.1.22-2.28.22

1. 415 submitted emails, each took 2 hours to respond
2. 185 submitted emails, each took 1 hour to respond
3. 568 submitted emails, each took 11 hours to respond

c. Time Period: 3.1.22-3.31.22

1. 665 submitted emails, each took 4 hours to respond
2. 500 submitted emails, each took 7 hours to respond
3. 865 submitted emails, each took 2 hours to respond

2. The marketing and customer service teams at Sooth n Smooth are analyzing resolution rates for a product the company launched 2-months ago. Use the following information to calculate the average resolution rate for both time periods. Analyze the results. Are the percentages good? Why or why not?

a. Time Period: 2.1.22-2.28.22

1. 578 submitted service requests
2. 465 requests were solved

b. Time Period: 3.1.22-3.31.22

1. 886 submitted service requests
2. 688 requests were solved

3. Business is booming at Space Spectations! As any good marketing team does, they want to understand the contact resolution rate for submissions to their customer service and support center. Use the following information to calculate the average number of touchpoints for each submission for the time period March 1-31. Analyze the results. Do you think the results are acceptable to management? Why or why not? Acceptable to customers? Why or why not?

1. 475 requests, each were resolved with 1 response
2. 185 requests, each were resolved with 3 responses
3. 254 requests, each were resolved with 2 responses
4. 115 requests, each were resolved with 4 responses