Part 2: Hypothesis testing

Context:Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customerhas towait before he/she is serviced by a Customer Service Representative (CSR). If a customerhas towait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers whohave towait too long in the queue typically report a negative overall experience with the call. You've conducted an exhaustive literature review and found that the averageTiQin your industry is 2.5 minutes (150 seconds).

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR's with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR's or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channelscallsto CSR's based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.

Instructions:

Accessthe Call Center Waiting Time file.Each row in the database corresponds to a different call. The column variables are as follows:

• ProtocolType: indicates protocol type, either PT or PE
• QueueTime: Time in Queue, in seconds
• ServiceTime: Service Time, in seconds
• Performa test of hypothesis to determine whether the averageTiQis lower than the industry standard of 2.5 minutes (150 seconds).Usea significance level of =0.05.
• Evaluateif the company should allocate more resources to improve its averageTiQ.
• Performa test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance level of =0.05.

The database file will not fit, can I email it to you?

Assessif the new protocol served its purpose. (Hint: this should be a test of means for 2 independent groups.)