Question
Call International oversees the quality of 200 call centers throughout the world. They want to determine how the centers compare among four variables for the
Call International oversees the quality of 200 call centers throughout the world. They want to determine how the centers compare among four variables for the most recent year: Shift A Average Call Time (in minutes) Shift B Average Call Time (in minutes) Average Customer Satisfaction Level (on a 4-point scale: 1 = poor, 2 = average, 2 = good, 3 = excellent) Average Number of Employees Data collected for the sample of 200 Call Centers is contained in the file named Call Centers linked at the bottom of the page. Use all 200 data points. Managerial Report Prepare a report (see below) using the numerical methods of descriptive statistics presented in this module to learn how the variables contribute to the success of a call center. Be sure to include the following three items in your report. Find descriptive sample statistics (mean, median, range, the two quartiles Q1 and Q3, minimum, maximum, sample standard deviation, and coefficient of variation) for each of the four variables, along with an explanation of what the descriptive statistics tell us about the call centers. Use the z-score to determine which call centers, if any, should be considered outliers in each of the four variables. If there are any outliers in any category, please list them and state for which category they are an outlier. Compute the sample correlation coefficient, showing the relationship between Satisfaction Level and each of the other three variables (Shift A Average Call time, Shift B Average Call Time, Average Number of Employees). Explain what the correlation coefficients tell us about the three pairs of relationships. Use tables, charts, or graphs to support your conclusions.
| Call Center | Shift A Average Call Time | Shift B Average Call Time | Average Satisfaction Level | Average Number of Employees |
| 1 | 14 | 29 | 2 | 100 |
| 2 | 1 | 1 | 1 | 90 |
| 3 | 53 | 60 | 4 | 80 |
| 4 | 10 | 25 | 2 | 54 |
| 5 | 85 | 71 | 4 | 69 |
| 6 | 18 | 33 | 2 | 54 |
| 7 | 24 | 40 | 2 | 42 |
| 8 | 58 | 65 | 4 | 67 |
| 9 | 33 | 46 | 3 | 30 |
| 10 | 9 | 19 | 1 | 48 |
| 11 | 10 | 23 | 2 | 29 |
| 12 | 6 | 13 | 1 | 26 |
| 13 | 31 | 44 | 3 | 27 |
| 14 | 11 | 28 | 2 | 100 |
| 15 | 3 | 7 | 1 | 47 |
| 16 | 81 | 70 | 4 | 37 |
| 17 | 56 | 63 | 4 | 95 |
| 18 | 63 | 67 | 4 | 84 |
| 19 | 8 | 16 | 1 | 53 |
| 20 | 55 | 61 | 4 | 77 |
| 21 | 38 | 48 | 3 | 49 |
| 22 | 10 | 26 | 2 | 66 |
| 23 | 3 | 8 | 1 | 49 |
| 24 | 7 | 15 | 1 | 94 |
| 25 | 4 | 11 | 1 | 55 |
| 26 | 19 | 34 | 2 | 40 |
| 27 | 74 | 69 | 4 | 74 |
| 28 | 49 | 57 | 3 | 73 |
| 29 | 22 | 37 | 2 | 44 |
| 30 | 49 | 57 | 3 | 46 |
| 31 | 10 | 22 | 2 | 39 |
| 32 | 7 | 16 | 1 | 69 |
| 33 | 39 | 49 | 3 | 84 |
| 34 | 8 | 17 | 1 | 90 |
| 35 | 9 | 19 | 2 | 96 |
| 36 | 39 | 49 | 3 | 68 |
| 37 | 29 | 43 | 3 | 93 |
| 38 | 116 | 75 | 4 | 66 |
| 39 | 17 | 32 | 2 | 96 |
| 40 | 11 | 28 | 2 | 96 |
| 41 | 10 | 23 | 2 | 59 |
| 42 | 19 | 34 | 2 | 67 |
| 43 | 25 | 40 | 2 | 79 |
| 44 | 2 | 4 | 1 | 98 |
| 45 | 4 | 11 | 1 | 69 |
| 46 | 56 | 64 | 4 | 74 |
| 47 | 61 | 66 | 4 | 67 |
| 48 | 66 | 67 | 4 | 100 |
| 49 | 18 | 33 | 2 | 38 |
| 50 | 98 | 75 | 4 | 72 |
| 51 | 1 | 3 | 1 | 32 |
| 52 | 32 | 44 | 3 | 40 |
| 53 | 1 | 3 | 1 | 57 |
| 54 |
Step by Step Solution
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3.41 Rating (157 Votes ) There are 3 Steps involved in it Step: 1DESCRIPTIVE STATISTICS First of all there are no missing values We can study from the above statistics that Standard deviation for all of the variable...
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Step: 3
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Introductory Statistics Exploring The World Through DataAuthors: Robert Gould, Colleen Ryan 2nd Edition 9780321978509, 321978277, 321978501, 978-0321978271 |
