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

question 5

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) 0.102 and 0.112.

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Definitions:

Tween

A demographic group of young people, typically aged between 8 and 12 years, who are in the transitional stage from childhood to adolescence.

Adolescent

A young person in the stage of development between childhood and adulthood, typically between the ages of 13 and 19, characterized by significant physical, psychological, and social changes.

Childhood

The period of life from birth to adolescence, characterized by growth, learning, and socialization.

Mature Consumers

Individuals, typically aged 55 and older, with distinct consumer habits and preferences shaped by their life experiences.