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:

Neutrophils

A type of white blood cell, pivotal in defending the body against bacterial infections.

Basophils

A type of white blood cell involved in inflammatory responses and allergic reactions.

Neutrophils

A type of white blood cell that plays a key role in the immune system by engulfing and destroying pathogens.

Bacterial Infections

Infections caused by bacteria, which can affect almost any area of the human body.