The Customer Service Department of a Phone Company Is Experimenting

question 46

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.

$\begin{array}{lllllll}\text { Automated Menu: }& 11.7 & 7.4 & 3.9 & 2.9 & 9.2 & 6.3 & 5.5\\\text { Live agent: } &6.2 & 2.9 & 4.4 & 4.1 & 3.4 & 5.2 & 3.7\end{array}$

• 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:

Unapparent

Not easily seen, perceived, or obvious; hidden or not clearly visible.

Adults

Individuals who have reached the age of maturity, typically recognized by the legal age of majority in a given country, which encompasses responsibilities and societal roles distinct from children or adolescents.

Ethnic

Pertaining to a group of people sharing a common and distinctive culture, religion, language, or the like.

Religious

Pertaining to beliefs, practices, and organizations related to the worship of a god or gods, or the pursuit of spiritual life.