Chapter 9, Problem 70SE

Virtual call centers are staffed by individuals working out of their homes. Most home agents earn $10 to $15 per hour without benefits versus $7 to $9 per hour with benefits at a traditional call center (BusinessWeek, January 23, 2006). Regional Airways is considering employing home agents, but only if a level of customer satisfaction greater than 80% can be maintained. A test was conducted with home service agents. In a sample of 300 customers, 252 reported that they were satisfied with service.

1. a. Develop hypotheses for a test to determine whether the sample data support the conclusion that customer service with home agents meets the Regional Airways criterion.
2. b. What is your point estimate of the percentage of satisfied customers?
3. c. What is the p-value provided by the sample data?
4. d. What is your hypothesis testing conclusion? Use α = .05 as the level of significance.