Evaluating the Quality of the Call Center Operations
Imagine that 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). Implement a new protocol that channels call to CSRs based on their area of expertise.
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 α=0.05. Evaluate if the company should allocate more resources to improve its average TiQ. 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 α=0.05. Assess if the new protocol served its purpose.