Data Analysis – Inferential Statistics Scenario: Your organization is evaluating the quality of its call center operations. One of the most important metr

 Scenario:

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 customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait 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 average TiQ in 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 channels calls to CSR’s based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.  

Download the Call Center Waiting Time database. Each row in the database corresponds to a different call. Column variables are as follows.

  • ProtocolType: indicates protocol type, either PT or PE 
  • QueueTime: Time in Queue, in seconds
  • ServiceTime: Service Time, in seconds

Perform a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a significance level α=0.05. 

Evaluate if the company should allocate more resources to improve its average TiQ.

Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance level α=0.05. 

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

Write a 250-word summary of your conclusions. Include your calculations in the summary. 

Call Center Timing

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ProtocolTypeQueueTimeServiceTime
PE43976
PE15133
PE5735
PE1539
PE4541
PE9743
PE23943
PE3348
PE3148
PE29949
PE2750
PE18950
PE5151
PE7152
PE5756
PE14957
PE20961
PE12161
PE6563
PE5965
PE2968
PE4368
PE9171
PE21172
PE9572
PE6774
PE14375
PE8575
PE17375
PE7775
PE2576
PE7577
PE4179
PE22979
PE4780
PE14787
PE24790
PE189104
PE89106
PE223110
PE265121
PE141129
PE167131
PE107144
PE261157
PE63159
PE37167
PE67167
PE91168
PE193172
PE133195
PE31204
PE203210
PE261211
PE205246
PE75255
PE31260
PE177854
PE193899
PE93905
PE53942
PE91225
PE103239
PE219243
PE179268
PE153299
PE57319
PE171321
PE71388
PE89408
PE89577
PE47231
PE29133
PE4334
PE12135
PE17937
PE12938
PE14143
PE7345
PE9747
PE14152
PE6354
PE5156
PE10764
PE9965
PE4367
PE12369
PE11570
PE12976
PE7177
PE3378
PE17980
PE13183
PE10592
PE9594
PE131110
PE143110
PE135112
PE75119
PE127129
PE277140
PE35188
PE97204
PE31206
PE119207
PE219239
PE47214
PE67243
PE65387
PE8333
PE8734
PE13734
PE9134
PE18134
PE2936
PE6936
PE6136
PE22536
PE14737
PE6137
PE8937
PE5138
PE2738
PE21140
PE3740
PE9941
PE5941
PE7942
PE22542
PE13342
PE4343
PE5144
PE10744
PE3744
PE14545
PE17345
PE6345
PE13945
PE3146
PE5546
PE9946
PE2947
PE10547
PE5547
PE4747
PE5747
PE19547
PE21949
PE8349
PE7149
PE6550
PE31151
PE75351
PE4551
PE15151
PE4352
PE4752
PE14352
PE71552
PE7152
PE4352
PE5553
PE5353
PE18754
PE21354
PE12355
PE26555
PE16355
PE10755
PE14156
PE6756
PE8356
PE4756
PE48756
PE4157
PE8357
PE75357
PE8157
PE76757
PE31558
PE24159
PE3959
PE8559
PE7359
PE19959
PE5360
PE7160
PE9160
PE17960
PE9360
PE4760
PE7560
PE10961
PE27361
PE3761
PE12361
PE15562
PE21163
PE4564
PE10964
PE4564
PE3365
PE6365
PE13965
PE9166
PE80966
PE14966
PE7166
PE8567
PE7167
PE3367
PE4967
PE4167
PE13568
PE2168
PE32368
PE17769
PE81169
PE7569
PE14169
PE9969
PE8370
PE13370
PE7770
PE8570
PE80970
PE3571
PE9372
PE6773
PE8373
PE7373
PE5773
PE4574
PE5574
PE6574
PE6774
PE19375
PE14975
PE3975
PE6576
PE17176
PE3376
PE17176
PE9976
PE10576
PE4177
PE9177
PE10777
PE16177
PE9377
PE8378
PE4978
PE6379
PE7179
PE20379
PE22979
PE7779
PE9780
PE30180
PE3981
PE10781
PE14581
PE3382
PE12382
PE10982
PE4983
PE24383
PE20583
PE12583
PE12784
PE18585
PE6994
PE4196
PE165102
PE321106
PE41110
PE189111
PE155114
PE45117
PE179123
PE35124
PE541126
PE57128
PE101129
PE43129
PE123132
PE75142
PE105142
PE145146
PE217152
PE157154
PE61158
PE221162
PE71172
PE123173
PE57179
PE109180
PE123189
PE37206
PE81207
PE89208
PE51216
PE129220
PE77220
PE135225
PE131231
PE27236
PE121242
PE45253
PE95253
PE89255
PE83412
PE135414
PE135799
PE809822
PE149886
PE93901
PE75209
PE55211
PE117211
PE79213
PE113224
PE149225
PE95227
PE57227
PE51241
PE115261
PE43264
PE89296
PE99297
PE105300
PE105320
PE655340
PE27344
PE79388
PE715407
PE87407
PE227474
PE157530
PE31531
PE753532
PE71584
PE237694
PE69704
PE129721
PE1452270
PE285732
PE6534
PE21134
PE19135
PE17736
PE36338
PE8738
PE8338
PE4940
PE46140
PE9141
PE5341
PE3142
PE40342
PE6942
PE5542
PE2742
PE7342
PE25343
PE33143
PE5343
PE24944
PE11744
PE12144
PE4344
PE7944
PE16344
PE19745
PE25945
PE6345
PE8745
PE15545
PE7546
PE41946
PE9146
PE6946
PE9947
PE7747
PE26948
PE12148
PE15748
PE22548
PE18548
PE6149
PE17149
PE4949
PE5549
PE2149
PE25550
PE41950
PE5150
PE21950
PE3750
PE17950
PE20750
PE5550
PE76351
PE37752
PE40752
PE36152
PE5353
PE7153
PE22153
PE15554
PE7554
PE76755
PE4755
PE8956
PE25156
PE12757
PE13757
PE12757
PE2557
PE12158
PE39758
PE8758
PE5558
PE2158
PE18159
PE27359
PE8759
PE5359
PE22960
PE2760
PE15360
PE6760
PE80961
PE9161
PE39161
PE4962
PE6362
PE5164
PE4565
PE29765
PE5365
PE6165
PE3765
PE2966
PE4567
PE14967
PE27567
PE9967
PE3968
PE14168
PE7169
PE15969
PE35569
PE23969
PE10569
PE6369
PE8569
PE12769
PE10569
PE7369
PE29170
PE9770
PE3971
PE33571
PE13971
PE3571
PE32371
PE13173
PE20773
PE12174
PE34174
PE7374
PE12175
PE10775
PE4375
PE9176
PE6776
PE10177
PE15577
PE9977
PE11777
PE7577
PE11578
PE18578
PE34378
PE8578
PE23378
PE4379
PE8779
PE21179
PE8380
PE10181
PE18181
PE17782
PE6382
PE30782
PE11782
PE9382
PE14383
PE14183
PE36783
PE15183
PE16983
PE5383
PE7583
PE25984
PE6184
PE10984
PE8384
PE10785
PE3985
PE7585
PE3986
PE31988
PE10788
PE25788
PE13789
PE12194
PE5995
PE28197
PE6598
PE8799
PE49199
PE845101
PE131104
PE355105
PE61107
PE75109
PE125110
PE225110
PE51110
PE261111
PE599112
PE151113
PE715116
PE303117
PE49126
PE559127
PE73128
PE265128
PE293128
PE43130
PE69130
PE107131
PE227137
PE29138
PE277139
PE79140
PE45141
PE79142
PE247146
PE185147
PE201147
PE61148
PE187150
PE41153
PE139153
PE529157
PE117160
PE27161
PE73165
PE177166
PE275166
PE91167
PE71168
PE179168
PE353168
PE387170
PE315170
PE147172
PE175172
PE655174
PE265176
PE75177
PE163177
PE97178
PE305180
PE725183
PE95186
PE177186
PE135187
PE169191
PE261199
PE439201
PE127204
PE357209
PE113210
PE201213
PE103214
PE47223
PE419224
PE133226
PE129228
PE303229
PE763233
PE343234
PE305238
PE51245
PE347247
PE135248
PE179248
PE405249