In Order to Achieve Higher Levels of Customer Satisfaction, a Company

question 1

Multiple Choice

In order to achieve higher levels of customer satisfaction, a company begins monitoring the complaint resolution process of its customer service representatives. As a first step, the company decides to collect data on the number of unanswered calls out of the first 250 incoming calls to its call centre made each day. At the end of monitoring 25 days, it was found that a total of 500 incoming calls went unanswered. The control limits for the p-chart of these data are

• A) 0.029 and 0.131
• B) 0 and 0.304
• C) 0.066 and 0.094
• D) 0.048 and 0.112
• E) 0.029 and 0.112

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Definitions:

Supervisor

An individual in charge of overseeing and directing the work of others, typically in a work or academic setting.

Social Facilitation

The tendency for people to perform differently when in the presence of others than when alone, typically performing better on simple or well-rehearsed tasks and worse on complex or new ones.

Routine Tasks

Tasks that are regularly performed in a set manner, often characterized by a lack of novelty and the requirement for minimal conscious effort.

Unusual Tasks

Activities that deviate from what is commonly expected or considered normal, often requiring unique or creative approaches.