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Essay / Research Paper Abstract
This 3 page paper uses statistical data supplied by the student concerning the performance of a call centre to analysis the differences created as a result of a process change. The bibliography cites 1 sources.
Page Count:
3 pages (~225 words per page)
File: TS14_TEcallcen.rtf
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Unformatted sample text from the term paper:
wait can be to exacerbate a situation if there were. In turn this will also mean that the call centre operatives will have to take more time on the calls,
apologizing for the time taken to answer the call and increase call times. An efficient call system, with sufficient staff will help reduce the call times and the call waiting
times, increasing customer satisfaction. This will also increase employee satisfaction, or decrease employee dissatisfaction which will also increase efficiency even further1. The call centre is looking for improving and
with the use of Six Sigma there is the use of a statistical basis, where the competition of the current and past performance levels are compared to assess improvements and
areas where there may still be improvements. 2. 2003/4 Performance We are told that the mean hold time in this period for a caller is 99.67 seconds; with standard
deviations of 24.24 seconds and that there is a normal distribution. This will be a two tailed test where tested statistically as there may be calls where the wait was
much longer and where the wait was much shorter. If we look at the standard deviation of 24.24 this shows the diversity of the results around the mean, this
is quire wide. It is important to note that if this were presented as a bell shaped graph then the standard requirement of 110 would be within the standard devustion.
The key is to look at how far along the bell shape the score will be. (Niles, 2007) The area of the graph shows how many of
the sample are in that area, the red area accounts for about 68% of the sample, including the green area this becomes 95% and the blue area including brings
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