A Small Software Company Hired a Customer Service Representative (CSR)

question 24

Essay

A small software company hired a Customer Service Representative (CSR) to handle technical support questions. It is estimated that during peak periods, the CSR would receive four alls per hour and follow a Poisson distribution. Based on past experience, a CSR can handle an average of five (5) calls per hour during the same time period and follow an exponential distribution.
a. Determine the probability that the CSR is idle.
b. Determine the probability that three customers are in the system, waiting or being served.
c. Determine the average number of callers waiting for service (on hold).
d. Determine the average number of callers in the system.
e. Determine the average time a caller spends waiting for service (on hold).
f. Determine the average time a caller spends in the system (waiting time plus service time).
g. Determine the probability that an arriving call will have to wait for service.

Understand the factors to monitor for assessing the effectiveness of marketing strategies and the benefits of CRM systems in this process.

Know the predictive value of post-consumption questions on future consumer behaviors.

Differentiate between sales and financial objectives in marketing.

Understand the concept of return on marketing investment and its significance in evaluating business performance.

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Definitions:

Correlation Coefficient

A numerical indicator that shows how much two or more variables move in unison.

Descriptive Research

A type of research that aims to observe, describe, and document aspects of a situation as it naturally occurs.

Research Methods

Systematic strategies, techniques, and approaches used to conduct scientific investigations and gather empirical data.

Psychological Perspectives

General points of view used for explaining people’s behavior and thinking, whether normal or abnormal.