Question

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. Click the icon to view the data. a. Construct a frequency distribution and a percentage distribution. b. Construct a cumulative percentage distribution. c. What can you conclude about call center performance if the service level target is set as "80% of calls answered within 20 seconds"? 15 - 19 % 20 - 24 % 25 - 29 % 30 - 34 % (Type integers or decimals. Do not round.) b. Construct a cumulative percentage distribution. Time (seconds) Percentage Less than 5 % 10 % 15 % 20 % 25 % 30 % 35 % (Type integers or decimals. Do not round.) Data Table 15 13 15 21 7 14 17 6 14 18 19 23 7 18 10 17 12 6 19 14 18 14 14 27 9 16 12 10 5 14 21 11 13 14 23 9 11 14 15 28 20 20 13 23 27 16 20 7 17 13 Print Done c. What can you conclude about call center performance if the service level target is set as "80% of calls answered within 20 seconds"? A. The service level target for call center performance is 2% greater than the target. B. The service level target for call center performance is achieved exactly. C. The service level target for call center performance has not been met. The company's service level has to be 2% greater than it currently is. D. The service level target for call center performance cannot be achieved.

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.
Click the icon to view the data.
a. Construct a frequency distribution and a percentage distribution.
b. Construct a cumulative percentage distribution.
c. What can you conclude about call center performance if the service level target is set as "80% of calls answered within 20 seconds"?
15 - 19 %
20 - 24 %
25 - 29 %
30 - 34 %
(Type integers or decimals. Do not round.)
b. Construct a cumulative percentage distribution.
Time (seconds) Percentage Less than
5 %
10 %
15 %
20 %
25 %
30 %
35 %
(Type integers or decimals. Do not round.)
Data Table
15 13 15 21 7
14 17 6 14 18
19 23 7 18 10
17 12 6 19 14
18 14 14 27 9
16 12 10 5 14
21 11 13 14 23
9 11 14 15 28
20 20 13 23 27
16 20 7 17 13
Print Done
c. What can you conclude about call center performance if the service level target is set as "80% of calls answered within 20 seconds"?
A. The service level target for call center performance is 2% greater than the target.
B. The service level target for call center performance is achieved exactly.
C. The service level target for call center performance has not been met. The company's service level has to be 2% greater than it currently is.
D. The service level target for call center performance cannot be achieved.

Added by Robert M.

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