Customer Service - hold times

You have just been hired to supervise the tier 1 client support department at a delivery company.

Customers have an 800 number to call to speak with a support specialist to resolve delivery problems.

Company policy is that customer calls, on average, sould be answered within 3 minutes.

Is there very strong evidence to support the policy?Is there strong evidence to support the Policy?

1. Set up the null and alternative hypotheses associated with the claim

2. Identify the significance level for the test, i.e. the chance you allowed yourself to commit a Type I error

3. Use the appropriate test-statistic (e.g. t-value or p-value) to perform your test

4. State the conclusion regarding the claim

Hold times (in seconds)

200

140

185

186

185

172

182

185

190

175

205

205

225

220

205

220

181

220

180

194

192

187

190

165

182

178

150

171

201

198

172

181

195

170

168

181

187

172

180

193

180

200

187

195

170

169

173

181

180

174