A Teclar, Inc. call center requires services operators to answer telephone calls
ID: 344085 • Letter: A
Question
A Teclar, Inc. call center requires services operators to answer telephone calls from customers in an average time of 0.15 minute or less. A sample of 36 actual operator times was drawn, and the results are given in the following table. In addition, operators are expected to determine customer needs and within 0.55 minute. Another sample of 36 times was taken for this job component and is also given in the table. If these variables can be considered to be independent, is the average time take to perform each component statistically different from the standard?
component
Mean Time
Standard Deviation
Answer
0.1523
0.0183
Service
0.5790
0.0902
Is this the data????
component
Mean Time
Standard Deviation
Answer
0.1523
0.0183
Service
0.5790
0.0902
Explanation / Answer
The question is a littel convoluted. However, we could answer the following.
Using a normal distribution, we should find the value of z. Where
here,
For the first problem
Now using the left hand normal distribution table, the p value is 0.45224
In simple words the probablity of a call being answered within 0.15 minutes is 45.22%. This will likely not bode well with management.
Similarly for the second problem
Again using the left hand side normal distribution table for z value, we get p = 0.37448
In other words, the chances of a call being serviced by 0.55 minute is 37.44%.
Hence we can conclude that in both the cases, the performance is very different from the requirement standard. The data seems to be correct.
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