A B 1 Call Time Reason 2 6.50 STAT 3 6.50 STAT 4 6.50 STAT 5 6.50 STAT 6 7.00 SAV 7 7.00 COV 8 7.00 COV 9 7.00 COV 10 7.00 COV 11 8.00 COV 12 8.00 COV 13 8.50 SAV 14 8.50 SAV 15 9.00 SAV 16 9.00 SAV 17 9.00 COV 18 9.00 COV 19 9.50 COV 20 9.50 CLM 21 9.50 CLM 10.00 COV 23 10.00 COV 24 10.00 COV 25 10.00 COV 26 10.00 COV 27 10.50 CLM 28 10.50 CLM Shift AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM AM 22 AM AM AM 10.50 CLM 10.50 CLM 10.50 CLM 10.50 CLM AM AM AM 10.50 CLM 10.50 SAV 11.50 SAV 11.50 SAV 11.50 SAV AM AM AM AM AM AM AM 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 AM AM AM AM 12.00 CLM 12.00 CLM 12.00 CLM 12.00 CLM 12.50 CLM 12.50 CLM 13.00 COV 13.00 SAV 13.50 COV 15.50 COV 16.00 COV 16.50 SAV 17.00 COV 18.00 COV 6.00 COV 9.00 COV AM AM AM AM AM AM AM PM PM PM PM PM PM PM PM 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 9.50 COV 10.00 SAV 10.50 COV 10.50 COV 11.00 CLM 11.00 CLM 11.00 COV 11.00 COV 11.50 COV 11.50 COV 11.50 COV 12.00 COV 12.00 COV 12.00 STAT 12.00 STAT 12.00 STAT 12.00 STAT 12.00 STAT 12.50 CLM 12.50 CLM 12.50 CLM 12.50 CLM 13.00 CLM 13.00 CLM 13.50 CLM 13.50 CLM 14.00 COV 14.00 SAV PM PM PM PM PM PM PM PM PM PM PM PM PM PM PM PM PM PM PM PM PM PM B C E 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 14.00 COV PM 14.00 CLM PM 14.00 COV PM 14.50 CLM PM 14.50 COV PM 14.50 CLM PM 15.00 CLM PM 15.00 CLM PM 15.50 CLM PM 16.00 CLM PM 16.50 CLM PM 17.00 COV PM 17.50 COV PM 18.00 SAV PM 18.00 SAV PM 18.00 COV PM 18.50 SAV PM 19.00 COV PM 19.50 COV PM 19.50 COV PM 5.25 STAT AM 5.25 STAT PM 5.25 STAT AM 5.25 STAT PM 5.75 STAT AM 5.75 STAT PM 5.75 STAT AM 5.75 STAT PM Call Center Data + Ready O Type here to search Clipboard Font i SIGN IN TO OFFICE It looks like your stored crede 117 3 X fx E 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 1371 B D 5.75 STAT AM 6.75 STAT PM 6.75 STAT AM 7.25 SAV PM 7.25 SAV AM 7.75 SAV PM 7.75 SAV AM 7.75 CLM PM 7.75 CLM AM 8.25 CLM PM 8.25 CLM AM 8.25 CLM PM 8.75 CLM AM 8.75 COV PM 8.75 COV AM 8.75 SAV PM 8.75. SAV AM 9.25 SAV PM 9.25 SAV AM 9.25 CLM 9.25 COV AM 9.25 STAT PM 9.25 CLM AM 9.25 COV PM 9.25 SAV AM 10.25 STAT PM 10.25 COV AM 10.25 SAV Call Center Data PM PM Ready 117 C D E AM PM AM PM AM PM 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 B 10.25 COV 10.25 SAV 10.75 COV 10.75 COV 10.75 SAV 10.75 COV 11.25 COV 11.25 COV 11.75 SAV 11.75 COV 12.25 COV 14.25 CLM 14.75 SAV 15.25 SAV 15.75 SAV 16.75 SAV AM PM AM PM AM PM AM PM AM PM I am Marjorie Jones, Vice President of Operations at Policy Insurance Company. Our business was originally established in Phoenix, Arizona in 1972 as a small business and has grown with the population of the city. The insurance company specialized in bundling cars, off-road vehicles and watercraft such as jet skis and boats. The company has 150,000 clients in Arizona. We maintain a call center to support our customers. Lately, we have received numerous customer complaints about call errors and the amount of time representatives are taking to resolve the calls. (We know from past survey data that customers expect to have their calls handled within approximately 7.5 minutes on the phone.) Last month 1 sampled 1000 calls and 150 of them had errors. The detailed call data for these 150 error calls is contained in an Excel file that I will provide for you. The information includes the call time, reason for call and shift (am/pm). Please help us investigate the call center data and identify some areas where we should focus on making improvements. Specifically, we would like you to address the following: What are the probabilities for the various call error types? Is there a difference in the probabilities given the shift? What is the probability that we are meeting customer's expectations for call time? Based upon the data, which error(s)/shift should the team focus on? My board requires strong mathematical support for any recommendation, but I am not a mathematician, so please include the mathematics, but explain things to me in layman's terms. Sincerely, Marjorie Jones Vice President of Operations, Policy Insurance Company