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George and Philip are day - shift supervisors at National Call Centres Mombasa facility. National provides contract call center services for a number of companies,
George and Philip are dayshift supervisors at National Call Centres Mombasa facility. National provides contract call center services for a number of companies, including banks and major retail companies. George and Philip have both been with the company for slightly more than five years, having joined National right after graduating with bachelors degrees from the KCA University. As they walked down the hall together after the weekly staff meeting, the two friends were discussing the assignment they were just handed by Mark, the division manager. The assignment came out of a discussion at the meeting in which one of Nationals clients wanted a report describing the calls being handled for them by National. Mark had asked George and Philip to describe the data in the Excel file NationalCallCenter and produce a report that would both graphically and numerically analyze the data. The data are for a sample of calls and for the following variables:Account Number, Caller Gender, Account Holder Gender, Past Due Amount, Current Account Balance, Nature of Call Billing Question or Other By the time they reached their office, George and Philip had outlined some of the key tasks that they needed to doRequired Tasks:a Develop bar charts showing the mean and median current account balance by gender of the caller.b Develop bar charts showing the mean and median current account balance by gender of the account holder.c Construct a scatter diagram showing current balance on the horizontal axis and past due amount on the vertical axis.d Compute the key descriptive statistics for the center and for the variation in current account balance broken down by gender of the caller, gender of the account holder, and nature of the call.e Repeat task d but compute the statistics for the past due balances.
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