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 Call centers today play an important role in managing day-
to-day business communications with customers. Call centers
must be monitored with a comprehensive set of metrics so
that businesses can better understand the overall performance
of those centers. One key metric for measuring overall call
center performance is service level, the percentage of calls
answered by a human agent within a specified number of
seconds. The table below contains the following data for
time, in seconds, to answer 50 incoming calls to a financial
services call center. EClick the icon to view the data. a.

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Construct a frequency distribution and a percentage

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distribution. b. Construct a cumulative percentage

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distribution. c. What can you conclude about call center
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performance if the service level target is set as "80% of calls
answered within 20 seconds"? a. Construct a frequency
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distribution and a percentage distribution. Construct a

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frequency distribution. X Time Data Table Frequency

(seconds) 5 9 10 14 18 14 15 16 6 15 17 6 15 19 20 24 25 29
14 16 18 22 5 19 11 14 11 7 17 16 30 34 18 17 12 28 8 15 13
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9 5 14 (Type integers or decimals. Do not round.) 23 12 12 13

26 Construct a percentage distribution. Time 8 10 12 13 26
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20 19 13 25 26 Percentage (seconds) 16 20 7 17 12 % 5 9 10
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14 Print Done 15 19 % 20 24 % % 25 29

b. Construct a cumulative percentage distribution. Percentage

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Less than Time (seconds) 5 10 15 20 25 30 35 (Type integers

or decimals. Do not round.) c. What can you conclude about
call center performance if the service level target is set as

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https://www.coursehero.com/file/47189501/Call-centers-today-play-an-important-role-in-managing-day-to-day-busidocx/
 "80% of calls answered within 20 seconds"? A. The service
level target for call center performance is achieved exactly.
B. The service level target for call center performance cannot
be achieved. c. Approximately 5% of the company's service
level target is not met D. The service level target for call
center performance is 2% greater than the target.

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This study source was downloaded by 100000836486229 from CourseHero.com on 11-14-2021 22:52:22 GMT -06:00

https://www.coursehero.com/file/47189501/Call-centers-today-play-an-important-role-in-managing-day-to-day-busidocx/
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