The Customer Service Department of a Phone Company Is Experimenting $11.7 \quad 7.4 \quad 3.9 \quad 2.9 \quad 9.2 \quad 6.3 \quad 5.5$

question 2

Multiple Choice

The customer service department of a phone company is experimenting with two different systems. On Monday they try the first system which is based on an automated menu system.
On Tuesday they try the second system in which each caller is immediately connected with a
Live agent. A quality control manager selects a sample of seven calls each day. He records the
Time for each customer to have his or her question answered. The times (in minutes) are listed below. Find the coefficient of variation for each of the two sets of data, then compare the
Variation. Round results to one decimal place.
Automated Menu: $11.7 \quad 7.4 \quad 3.9 \quad 2.9 \quad 9.2 \quad 6.3 \quad 5.5$
$\begin{array} { l l l l l l l l } \text { Live agent: } & 6.2 & 2.9 & 4.4 & 4.1 & 3.4 & 5.2 & 3.7 \end{array}$

• A)Automated Menu: 45.4% Live agent: 26.3%
• There is substantially more variation in the times for the automated menu system.
• B)Automated Menu: 48.8% Live agent: 28.3%
• There is substantially more variation in the times for the automated menu system.
• C)Automated Menu: 47.1% Live agent: 27.3%
• There is substantially more variation in the times for the automated menu system.
• D)Automated Menu: 25.2% Live agent: 41.5%
• There is substantially more variation in the times for the live agent.

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Definitions:

Conduct

The manner in which a person behaves, especially in a particular context or situation.

Vacuum Cleaners

Electrical appliances designed to use suction to remove dust and dirt from floors, upholstery, and other surfaces.

Express Authority

The authority of the agent as actually stated by the principal.

Implied Authority

When the authority of the agent is implied from surrounding circumstances, such as the position or title given (by the principal) to the agent.