Week 4 Assessment Hypothesis Testing Manager Email

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University of Phoenix *

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565

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Business

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Apr 3, 2024

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docx

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6

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3/18/2024 University of Phoenix DAT/565 Dr. Heidi Carty Call Time Business Research Wk. 4 Summative Assessment Signature Assignment Karen Huisman
1 Introduction – Call Time Business Research Email The two metrics necessary for optimizing customer experience with a call center is time in que (TiQ) and service time (ST). TiQ is the time that a customer spends in the wait que before speaking to a CSR. To meet customer expectations, wait times should be less than industry standards of 150 seconds. The second metric of service time is the time the customer service representative spends servicing each customer. Average ST last month was 210 seconds and is heavily influenced by the CSR’s training level, experience level, and ability to resolve issues quickly. The call center recently tested strategies to help identify issue type, then routing the call to the CSR’s with the appropriate level of expertise to expedite service resolution. The email below discusses the results of this testing. Regional Director Email Regional Director, Per your request, I am providing preliminary results for the new PE protocol compared with current PT protocol. Initial data has been used to analyze both PE and PT protocols on TiQ and ST and determine if the new protocol would be beneficial and should be adopted organization wide. Data was collected from our UX team to give us the TiQ and ST for both PT and PE protocols where hypothesis testing was performed to determine if the PT protocol TiQ meets industry standards of 150 seconds. Additional, hypothesis testing was performed to determine if ST times improved with the new PE protocol compared to the current PT protocols. Testing confirms that current PT time for TiQ is outside of the standard of 150 seconds and is greater than standard.
2 Secondary testing was performed using two samples to compare ST on PT and PE protocols. Sample #1 was data for PT protocol while Sample #2 was data for PE protocol, both ST times. Testing compared ST for PE with PT to determine if ST times improved. Initial tests confirmed that ST time for the new PE is less that the existing PT, also confirming that new processes reduce the service time taken by the CSR’s on calls.
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