Answered: Scenario 2. Your organization is…

MATLAB: An Introduction with Applications

6th Edition

ISBN:9781119256830

Author:Amos Gilat

Publisher:Amos Gilat

Chapter1: Starting With Matlab

Section: Chapter Questions

Problem 1P

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Question

Scenario 2. Your organization is evaluating the quality of its call center operations. One of the more critical metrics in a call center is Time in Queue (TiQ), the customer’s wait before being serviced by a Customer Service Representative (CSR). If customers wait too long, they are more likely to get discouraged and hang up. Furthermore, customers who wait too long typically report an overall negative experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 150 seconds (2.5 minutes).

Instructions:

Use the Call Center Waiting Time (in Resources).

Is there a difference between the mean PE Queue Time and industry 150 seconds at a 95% confidence interval?

Based on the analysis, explain if your company should allocate more resources to improve its average TiQ?

	PE Queue Time	Industry
Mean	148.445	150
Variance	108.5798744	0
Observations	200	200
Pearson Correlation	#DIV/0!
Hypothesized Mean Difference	0
df	199
t Stat	-2.110428892
P(T<=t) one-tail	0.018035276
t Critical one-tail	1.652546746
P(T<=t) two-tail	0.036070553
t Critical two-tail	1.971956544