Call Center A Call time B Call Time Satisfaction Level 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 58 64 4 100

55 6 13 1 91

56 61 67 4 60

57 82 71 4 55

58 2 4 1 68

59 31 44 3 31

60 49 55 3 53

61 37 48 3 31

62 26 41 2 49

63 52 59 4 44

64 10 26 2 83

65 28 42 2 96

66 10 26 2 86

67 24 40 2 98

68 3 8 1 62

69 23 40 2 58

70 41 50 3 81

71 32 46 3 91

72 50 58 4 26

73 38 49 3 57

74 14 29 2 34

75 43 51 3 98

76 11 28 2 43

77 38 49 3 33

78 15 30 2 37

79 61 66 4 48

80 57 64 4 94

81 55 62 4 25

82 89 73 4 37

83 10 25 2 28

84 78 69 4 31

85 4 69 4 39

86 6 13 1 26

87 2 4 1 41

88 2 6 1 90

89 99 75 4 74

90 4 10 1 77

91 47 53 3 81

92 90 74 4 39

93 56 63 4 76

94 20 35 2 54

95 9 19 1 37

96 22 38 2 100

97 53 60 4 42

98 19 35 2 97

99 10 24 2 75

100 47 53 3 76

101 53 60 4 65

102 2 6 1 25

103 5 12 1 52

104 14 29 2 96

105 4 9 1 86

106 39 49 3 32

107 3 8 1 44

108 59 65 4 45

109 63 67 4 58

110 1 1 1 46

111 18 33 2 75

112 4 11 1 100

113 48 54 3 70

114 17 32 2 38

115 46 52 3 48

116 49 56 3 92

117 29 44 3 34

118 2 6 1 46

119 9 19 2 60

120 58 64 4 41

121 10 21 2 78

122 60 66 4 84

123 67 67 4 42

124 87 73 4 78

125 62 67 4 42

126 48 55 3 86

127 16 32 2 92

128 34 48 3 84

129 1 4 1 48

130 44 51 3 90

131 55 62 4 46

132 49 56 3 77

133 7 15 1 59

134 46 52 3 53

135 55 62 4 99

136 7 14 1 93

137 56 63 4 28

138 4 12 1 47

139 34 47 3 81

140 16 30 2 77

141 2 7 1 50

142 51 59 4 52

143 33 47 3 63

144 14 28 2 28

145 72 68 4 72

146 10 22 2 78

147 18 33 2 52

148 9 20 2 25

149 2 5 1 95

150 48 54 3 26

151 28 43 2 31

152 32 45 3 36

153 20 35 2 73

154 40 50 3 59

155 2 6 1 83

156 49 57 4 84

157 37 48 3 44

158 86 71 4 36

159 9 19 2 59

160 32 46 3 93

161 35 48 3 68

162 50 57 4 63

163 2 4 1 41

164 13 28 2 38

165 86 72 4 50

166 32 46 3 64

167 45 52 3 50

168 31 44 3 72

169 41 50 3 49

170 87 72 4 53

171 20 35 2 32

172 93 74 4 75

173 22 36 2 32

174 26 41 2 26

175 29 43 3 64

176 67 67 4 93

177 55 63 4 71

178 49 56 3 65

179 59 66 4 32

180 52 59 4 63

181 93 74 4 75

182 16 32 2 89

183 4 9 1 77

184 18 33 2 31

185 13 28 2 54

186 28 42 2 83

187 44 52 3 28

188 118 19 2 96

189 23 39 2 31

190 23 40 2 30

191 57 64 4 63

192 88 73 4 60

193 82 70 4 81

194 7 16 1 64

195 7 16 1 63

196 16 31 2 51

197 37 48 3 93

198 50 58 4 76

199 21 36 2 49

200 1 2 1 42

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, 3=good, 4=excellent)

Average Number of Employees

Data collected for the sample of 200 Call Centers are contained in the file namedCall Centers.Be sure to 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.

1. Calculate descriptive sample statistics (mean, median, range, the two quartiles Q1 and Q3, minimum, maximum, interquartile range, 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.

• In this case, which measure of central tendency would be best for this application? Explain why.
• Which measure of variation would be best for this application? Explain why.
• How can one use the above descriptive statistics to understand the call centers better?
• Which graphical displays of data would you use to help understand or complement the above descriptive statistics? Explain how and why.

1. 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.
• How would identifying outliers be useful in this application?
• What advice might you give to call centers that are outliers?
• How else would you determine outliers?

1. 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.