Data Analysis: Analysis of call center calls

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statistics
by Dr. Osama M. Khaled last modified 2023-01-04T12:38:47+00:00

Questions #: 6
Time: 10 minutes
Pass Score: 80.0%
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Many businesses operate call centers to serve customers who want to place an order or make an inquiry. Customers want their requests handled thoroughly.  Businesses want to treat customers well, but they also want to avoid wasted time on the phone. They therefore monitor the length of calls and encourage their  representatives to keep calls short. Here is an example of the difficulties this policy can cause.

We have data on the length of all 31,492 calls made to the customer service center of a small bank in a month. Table below displays the lengths of the first 80 calls.

Service times (seconds) for calls to a customer service center
77 289 128 59 19 148 157 203
126 118 104 141 290 48 3 2
372 140 438 56 44 274 479 211
179 1 68 386 2631 90 30 57
89 116 225 700 40 73 75 51
148 9 115 19 76 138 178 76
67 102 35 80 143 951 106 55
4 54 137 367 277 201 52 9
700 182 73 199 325 75 103 64
121 11 9 88 1148 2 465 25

 

The below chart shows the distribution of call lengths for 31,492 calls to a bank’s customer service center, for this example.

histogram.jpg

Interpret individuals, variables, and units

The(1) transparent are calls made to the bank’s call center. The (2) transparent recorded is the length of each call. The (3) transparent are seconds

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variable
individuals
units
POINTS (1)

Correct Answer

Explanation

State some basic facts based on the table

  1. Longest call is seconds
  2. Shortest call is seconds
  3. Number of calls less than 10 seconds is calls
POINTS (1)

Correct Answer

Explanation

The diagram above is a _______

POINTS (1)

Correct Answer

Explanation

The extreme values of a distribution are in the _______ of the distribution

POINTS (1)

Correct Answer

Explanation

After you understand the background of your data (individuals, variables, units of measurement), the first thing to do is almost always

POINTS (1)

Correct Answer

Explanation

What to look for when examining a plot

When you look at a plot, look for an (1) transparent and also for any (2) transparent  from the pattern

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striking departures
overall pattern
POINTS (1)

Correct Answer

Explanation

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