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.

---

Definitions:

Unionism Rate

The percentage of workers in a particular sector or industry that are members of labor unions.

Newfoundland

An island off the northeast coast of North America, and one of the provinces of Canada, known for its rugged coastline and unique culture.

Labour Unions

Organizations that represent the collective interests of workers in negotiations with employers regarding wages, working conditions, and benefits.

Work Environment

The setting, conditions, and culture in which employees carry out their job duties.