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

question 1

Essay

In order to achieve higher levels of customer satisfaction, a company initiates 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 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.
a. What type of control chart should be used by the company in monitoring customer satisfaction at the call centre?
b. Calculate the centreline for this control chart.
c. Calculate the control limits for this control chart.

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Definitions:

Acamprosate

A medication used to help maintain sobriety in individuals recovering from alcohol dependence by restoring the natural balance of neurotransmitters in the brain.

Relapse

The return of a disease or symptoms after a period of improvement.

Alcoholics

Individuals who suffer from alcoholism, a chronic disease characterized by uncontrolled drinking and a preoccupation with alcohol.

Nutritional Deficiency

A lack or shortage of essential nutrients in the diet, leading to various health problems and disorders.