Perform a test of hypothesis to determine the average

Assignment Help Accounting Basics

Reference no: EM132634114

Hypothesis testing

Context:?Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You've conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds).

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR's with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR's or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR's based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.

Instructions:

Access the CallCenterWaitingTime.xlsx file. Each row in the database corresponds to a different call. The column variables are as follows:

ProtocolType: indicates protocol type, either PT or PE

QueueTime: Time in Queue, in seconds

ServiceTime: Service Time, in seconds

Question 1: Perform a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a significance level of α=0.05.

Question 2: Evaluate if the company should allocate more resources to improve its average TiQ.

Question 3: Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance level of α=0.05.

Question 4: Assess if the new protocol served its purpose. (Hint: this should be a test of means for 2 independent groups.)

Reference no: EM132634114

Questions Cloud

Describe choice of various performance appraisal methods : Describe the choice of various performance appraisal methods. Assess the effectiveness and limitations of performance appraisal practices.

Concept of leadership style : Discuss with the help of an example, what leadership style should be adopted by a manager who has been allocated

Determine the balance in Lakers Cash account : The following information has been extracted from the accounting records of the Lakers Corporation: Determine the balance in Lakers Cash account

Managerial roles should encompass interpersonal : Mintzberg suggests that managerial roles should encompass interpersonal, decisional, and informational roles. Clearly this is an idealized vision of the manager

Perform a test of hypothesis to determine the average : Perform a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds).

Compute the taxpayer deduction for AGI : The taxpayer also reports wage income of $15,000. Compute the taxpayer's deduction for AGI for the employer's share of the self-employment tax in 2019

Essential component of compensation management : Define Pay Structure. Discuss why pay structure is an essential component of compensation management?

How did measure effectiveness of your change management plan : How did you measure the effectiveness of your change management plan? What were the effects on the employees and the organization's market performance?

Managing a team of google employees : If you were managing a team of Google employees, how would you keep them motivated?

User Account

All Pages