Your organization is evaluating the quality of its call center operations.  One of the most important metrics in a call center is Time in Queue (TiQ),

 Your organization is evaluating the quality of its call center operations.

 One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds). 

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR’s with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR’s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR’s based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.

 Download the Call Center Waiting Time database. – Attached

 Each row in the database corresponds to a different call. Column variables are as follows. • ProtocolType: indicates protocol type, either PT or PE • QueueTime: Time in Queue, in seconds • ServiceTime: Service Time, in seconds Perform a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a significance level α=0.05. Evaluate if the company should allocate more resources to improve its average TiQ. Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance level α=0.05. Assess if the new protocol served its purpose. (Hint: This should be a test of means for 2 independent groups). Write a 175-word summary of your conclusion

Please update finished report I have already attached the document I did as well as the update in red from my professor 

Share This Post

Email
WhatsApp
Facebook
Twitter
LinkedIn
Pinterest
Reddit

Order a Similar Paper and get 15% Discount on your First Order

Related Questions

Reply to: Learning style is diverse; everyone understands, engages with,

Reply to:   Learning style is diverse; everyone understands, engages with, and stores information differently. According to research, cognitive engagement can fall into four categories: 1) passive, 2) active, 3) constructive, and 4) interactive (Zepeda & Nokes-Malach, 2021). If learning style is diverse and cognitive engagement is diverse, then it

Overview Over the next four weeks, we will be comparing

Overview Over the next four weeks, we will be comparing the different religions. Your textbook points out that when we first look at other religions, we often compare them to our own religious preunderstanding. A better way to compare religions is by categories. The textbook provides six categories on p.

After reviewing and studying this module’s content, answer the following

  After reviewing and studying this module’s content, answer the following 5 questions. Be sure to complete all lab activities and attend/watch all live lectures before completing this assignment. All of your answers should be written in your own words, using full sentences, correct terminology, and proper spelling and grammar.   Explain the anatomical concepts associated

Overview The following material may be useful for the completion

Overview The following material may be useful for the completion of this assignment. You may refer to the documents Embracing Enterprise Risk Management: Practical Approaches for Getting Started and Developing Key Risk Indicators to Strengthen Enterprise Risk Management at the Committee of Sponsoring Organizations of the Treadway Commissionwebsite.Imagine you are

Consider examples of research questions below: Does the organization of

Consider examples of research questions below: Does the organization of renal transplant nurse coordinators’ responsibilities influence live donor rates? How, if at all, are the timing and location of suicide prevention appointments linked to veterans’ suicide rates?”Examples of Research Questions | PhD | School of Nursing | Vanderbilt University,” n.d.) Reference Examples of Research Questions |

Leader chosen: MAHATMA GANDHI Leader Analysis Paper #1 During this

Leader chosen: MAHATMA GANDHI   Leader Analysis Paper #1 During this course, you will have the opportunity to select a leader to analyze in terms of each addressed topic.  In order to do so, you will need to identify a leader for which there is substantial information about his or

Must be one full page. At least (2) APA reference.

Must be one full page. At least (2) APA reference. 100% original work. no plagiarism. Attached is the previous assignment instruction leading to this assignment. Also, attached is the answer that will you for this work. You have completed building out the physical aspect of your network in the new

Crime nexus – Premium Paper Help

Premium Paper Help is a professional writing service that provides original papers. Our products include academic papers of varying complexity and other personalized services, along with research materials for assistance purposes only. All the materials from our website should be used with proper references.

Post a brief explanation of the differences between the types

  Post a brief explanation of the differences between the types of diabetes, including type 1, type 2, gestational, and juvenile diabetes. Describe one type of drug used to treat the type of diabetes you selected, including proper preparation and administration of this drug. Be sure to include dietary considerations related to

A client facing the decision of whether or not to

A client facing the decision of whether or not to have an abortion is likely to consider a wide range of factors before making the final decision. This often is the case for clients regardless of whether they view themselves as generally for or against abortion (or somewhere in between),

Deliverable Length: 400–600 words; Primary Task Response: Within the Discussion

Deliverable Length:   400–600 words;  Primary Task Response: Within the Discussion Board area, write 400–600 words that respond to the following questions with your thoughts, ideas, and comments. This will be the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas.. This

Provide examples of (1) a deductive valid argument and (2)

Provide examples of (1) a deductive valid argument and (2) a deductive invalid argument that are based on something in your everyday life. So, you only need to come up with a total of twoexamples, by choosing one valid form and one invalid form (see handout for forms).  Be sure to identify which two

For this post, select one panel or small piece of

For this post, select one panel or small piece of Diego Rivera’s “Detroit Industry murals and complete your own contextual analysis or it. First scan the submissions that are already in this assignment from your workgroup to make sure you aren’t duplicating the identical area…part of the fun in learning

What are best practices you can use daily in inclusive

What are best practices you can use daily in inclusive instructional environments?  All Discussion Question responses will be posted to the appropriate discussion thread. Daily participation will take place within the discussion threads for each week. Discussion question responses must be 200-300 words in length and include at least 1

HCR 220 Week 8 Checkpoint Complete a CMS-1500 Claim Form

This archive file of HCR 220 Week 8 Checkpoint Complete a CMS-1500 Claim Form includes: Resource: Appendix C Due Date: Day 5 [Individual forum] Use the following data to complete the CMS-1500 claim form worksheet located in Appendix C. If you believe information provided in the following list is insufficient

Implicit Bias Against Patients with Substance Use Disorder Report Nursing Assignment Help

  Expert Solution Preview Introduction: As a medical professor, my responsibilities include designing educational materials and assessing the performance of medical college students. Through lectures, examinations, and assignments, I strive to provide students with a comprehensive understanding of medical concepts and ensure their progress and growth throughout the course. Answer: