Case 3.2

National Call Center

A Candice Worthy and Philip Hanson are day-shift superviHD sors at National Call Center's Austin, Texas, facility. National provides contract call center services for a number of companies, including banks and major retail companies. Candice and Philip have both been with the company for slightly more than five years, having joined National right after graduating with bachelor's degrees from the University of Texas. As they walked down the hall together after the weekly staff meeting, the two friends were discussing the assignment they were just handed by Mark Gonzales, the division manager. The assignment came out of a discussion at the meeting in which one of National's clients wanted a report describing the calls being handled for them by National. Mark had asked Candice and Philip to describe the data in a file called National Call Center and produce a report that would both graphically and numerically analyze the data. The data are for a sample of 57 calls and for the following variables:

Account Number

Caller Gender

Account Holder Gender

Past Due Amount

Current Account Balance

Nature of Call (Billing Question or Other)

By the time they reached their office, Candice and Philip had out lined some of the key tasks that they needed to do.

Required Tasks:

1. Develop bar charts showing the mean and median current account balance by gender of the caller.

2. Develop bar charts showing the mean and median current account balance by gender of the account holder.

3. Construct a scatter diagram showing current balance on the horizontal axis and past due amount on the vertical axis.

4. Compute the key descriptive statistics for the center and for the variation in current account balance broken down by gender of the caller, gender of the account holder, and nature of the call.

5. Repeat task 4 but compute the statistics for the past due balances.

6. Compute the coefficient of variation for current account balances for male and female account holders.

7. Develop frequency and relative frequency distributions for the gender of callers, gender of account holders, and nature of the calls.

8. Develop joint frequency and joint relative frequency distributions for the account holder gender by whether or not the account has a past due balance.

9. Write a report to National's client that contains the results for tasks 1-8 along with a discussion of these statistics and graphs.

Copy-of-National-Call-Center-data-set-Case-study