The Customer Service Department of a Phone Company Is Experimenting

question 92

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

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

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Sociocultural Approach

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