Perform a two-tail t-test means hypothesis test (Refer to Example 2 in the Resources, and Doane et al. LO 10-02)
Scenario 3. Another critical metric is Service Time (ST), also known as the CSR's time servicing the customer. CSRs with more experience tend to resolve customer calls faster. Companies can improve average ST with more CSR training or channeling calls. For example, your company had an average ST of approximately 180 seconds (3.0 minutes) last month. The company has implemented a new protocol that channels call to CSRs based on their expertise to improve this metric. You will test the new protocol (PE) in comparison with the traditional (PT) protocol.
Is there a difference between the mean PE (New) Service Time and PT (Traditional) Service Time at a 95% confidence level?
- Perform a two-tail t-test means hypothesis test (Refer to Example 2 in the Resources, and Doane et al. LO 10-02)
Based on the analysis, explain whether the new PE protocol served its purpose.
| PE Service Time | PT Service Time | |
| Mean | 163.305 | 178.095 |
| Variance | 2760.383894 | 2364.649221 |
| Observations | 200 | 200 |
| Pearson |
0.996268617 | |
| Hypothesized Mean Difference | 0 | |
| df | 199 | |
| t Stat | -35.67859083 | |
| P(T<=t) one-tail | 1.02876E-88 | |
| t Critical one-tail | 1.652546746 | |
| P(T<=t) two-tail | 2.05753E-88 | |
| t Critical two-tail | 1.971956544 |
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