Create appropriate graphical display for call pickup times


If your cable television goes out, you phone the cable company to get it fixed. Does a real person answer your call? These days, probably not. It is far more likely that you will get an automated response. You will probably be offered several options, such as: to order cable service, press 1; for questions about your bill, press 2; to add new channels, press 3; (and finally) to speak with a customer service agent, press 4. Callers will get frustrated if they have to wait too long before speaking to a live voice. So companies try hard to minimize the time required to connect to a customer service representative.

A large bank decided to study the call response times in its customer service department. The banks goal was to have a representative answer an incoming call within 30 seconds. Here are the results from a random sample of 300 calls to the banks customer service center. Table 10.1 shows the time for the first ring until a customer service agent answers.

Table 10.1 Call center response times (seconds)

59 . 13 . 2 . 24 . 11 . 18 . 38 . 12 . 46 . 17 . 77 . 12 . 46
44 . 4 . 74 . 41 . 22 . 25 . 7 . 10 . 46 . 78 . 14 . 6 . 9
122 . 8 . 16 . 15 . 17 . 17 . 9 . 15 . 24 . 24 . 70 . 9 .9 . 10
32 . 9 . 68 . 8 . 10 . 41 . 13 . 17 . 50 . 12 . 82 . 97 . 33
76 . 56 . 42 . 19 . 14 . 21 . 12 . 44 . 63 . 5 . 21 . 11 . 47
8 . 12 . 4 . 111 . 37 . 12 . 24 . 43 . 37 . 27 . 65 . 32 . 3
9 . 26. 5 . 10 . 30 . 27 . 21 . 14 . 19 . 44 . 49 . 10 . 24
11 . 10 . 22 . 43 . 70 . 27 . 10 . 32 . 96 . 11 . 29 . 7 . 28
22 . 17 . 9 . 24 . 15 . 14 . 34 . 5 . 38 . 29 . 16 . 65 . 6
5 .58 . 17 . 7 . 44 . 14 . 16 . 4 . 46 . 32 . 52 . 75 . 11
11 .17 . 31 . 8 . 36 . 25 . 14 . 85 . 4 . 46 . 23 . 58. 5
54 .28 . 6 . 46 . 4 . 28 . 11 . 111 . 6 . 3 . 83 . 27 . 6
83 . 27 . 2 . 56 . 26 . 21 . 276 . 14 . 30 . 8 . 7 . 12 . 4
29 . 21 . 23 . 4 . 14 . 23 . 22 . 19 . 66 . 51 . 60 . 14 . 111
20 . 7 . 7 . 87 . 22 . 11 . 53 . 20 . 14 . 41 . 30 . 7 . 10
11 . 9 . 9 . 101 . 55 . 18 . 20 . 77 . 14 . 13 . 11 . 22 . 15
2 . 14 . 20 . 83 . 25 . 10 . 34 . 23 . 21 . 5 . 14 . 22 . 10
68 .8 . 70 . 56 . 8 . 26 . 7 . 15 . 7 . 9 . 144 . 11 . 109
20 .4 . 16 . 20 . 124 . 16 . 16 . 47 . 97 . 27 . 61 . 35 . 18
22 .244 . 19 . 10 . 6 . 432 . 20 . 77 . 22 . 7 . 33 . 67 . 20
4 .28 . 5 . 7 . 188 . 18 . 1 . 35 . 78 . 35 . 70 . 85 . 24
333 .50 . 11 . 12 . 11 . 13 . 19 . 16 . 71 . 4 . 63 . 14 . 22
43 .25 . 18 . 55 . 13. 11 . 6 . 13 . 4 . 3 . 17 . 11 . 6 . 17

1. Construct an appropriate graphical display for the call pickup times. Then calculate numerical summary statistics. Write a few sentences describing the distribution of response times.

2. Calculate and interpret a 95% confidence interval for the mean call pickup time at this bank's customer service department.

3. Calculate and interpret 95% confidence interval for the proportion of calls coming into this bank's customer service department that were answered within 30 seconds.

Request for Solution File

Ask an Expert for Answer!!
Basic Statistics: Create appropriate graphical display for call pickup times
Reference No:- TGS095476

Expected delivery within 24 Hours