Week 3 Assignment - Running head: WEEK 1 ASSIGNMENT 1 Week...

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Running head: WEEK 1 ASSIGNMENT 1 Week 3 Assignment Charles Blackstone QNT/561 4/11/2011 Dr. S. Tabriz
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WEEK 3 ASSIGNMENT 2 Week 3 Assignment Accurate data collection is the most important step in producing relevant finished research projects. Data collection helps an organization identify weak points, and come up with techniques that will mitigate their weaknesses. This research paper will collect data on customer wait time in call centers, which is caused by automated answering machines. Then we will interpret and analyze the data using confidence levels, which is a widely used probability method. Imagine what happens when your cable goes out. Typically, you make a phone call to have someone come out to fix it. Does a real person answer the call? Now days, you are considered lucky to even be able to get to a person within the first five minutes of your call because of the automated response. The caller will probably be offer several options, such as: to order cable service, press one; for questions about your bill, press two; to add new channels, press three; to speak to a customer representative, press four. Most callers become frustrated or irritated if they have to wait too long before speaking to a live voice. Therefore, companies try hard to minimize the time required to connect to a customer service representative. USAA Bank decided to study its call response time in its customer service department. The bank’s goal was to have a representative answer an incoming call within 30 seconds. They initially collected a random sample of 300 calls to the bank's customer service center. The goal is to examine if the bank’s customer service agents met the goal of answering incoming calls within 30 second approved window. Research: I have chosen to use benchmarking to analyze the data collected. Benchmarking is a well- known tool, and I have chosen it to measure the call centers performance. The utilization of
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WEEK 3 ASSIGNMENT 3 benchmarking can aid you in evaluating the level of performance of the call center and will allow you to compare your call center to others in the same field, which will allow you an opportunity to find an appropriate way to close any gaps found. Benchmarking is considered to be an art
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Week 3 Assignment - Running head: WEEK 1 ASSIGNMENT 1 Week...

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