You own a call centre that sells appliances (such as fridges, washing machines, televisions, small appliances and etc.). Assume your business operations haven't changed since January and look at the statistics below, what do you forecast would happen in February? (Hint: you could think of Valentine's Day and implications of what might happen in the days leading up to it). - 19% of calls go unanswered - Of all the calls that are answered, 71.5% of calls are resolved and 9.5% of calls do not result in any resolvement - For the calls that aren't resolved, 95% are not related to any of the products that you are selling. - Waiting time average is 67 seconds. - Talk time is average is 210 seconds for those whose calls weren't resolved, and 230 seconds for those whose calls were resolved. - On a likert scale from 1 - 5, 1 is extremely dissatisfied and 5 is extremely satisfied. Customer satisfaction is 4 for those whose calls were resolved and 3 for those whose calls weren't resolved.

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2-Proportion Test

In a 2-proportion test, two separate proportions are measured at the same time, and their similarity is evaluated. It is also known as a 2-proportion z-test, and a comparison of two different proportions is done in this method.