Data Analysis: Analysis of call center calls

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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.

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