Quantitative Methods and Number Term Paper

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studied so that it could be determined what was being done differently that extended the hold times so much.

Anyone attempting to solve this problem through the use of data would need to look at the call records for the time period determined to see why individuals who were answering the phones were not getting to customers in a rapid and efficient manner.

Important data to look for would include the kinds of questions that customers were asking (are they involved questions that take a lot of time to answer); are there enough people working at the call center or should the staff be expanded; and are there issues within the call center that are causing the workers to work more slowly than they would normally do -- for example are the hours very long or the pay very low.

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There are other issues that could be looked at, but the three mentioned….....

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