Data Analysis: Analysis of call center calls

👁 213
statistics
calculate
Questions #: 6
Time: 10 minutes
Pass Score: 80.0%
Style
Mode

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.

Interpret individuals, variables, and units

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

drag and drop the selected option to the right place
variable
individuals
units
POINTS (1)

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)

POINTS (1)

POINTS (1)

POINTS (1)

What to look for when examining a plot

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

drag and drop the selected option to the right place
striking departures
overall pattern
POINTS (1)