3. A telephone calling center performs two types of solicitations: (1) donations and (2) sales. The center wants to determine ho
w much time on average a caller spends on each type of solicitation. The issue is complicated by the fact that some calls get busy signals, some go unanswered, and some last for less than one minute, which is interpreted to mean that the recipient is not interested or
In this case, there is a difficulty for the call center to determine the average time that each caller spends on each type of request, since there is also the possibility that the recipient will not be interested in the call or hang up when receiving such a call. Therefore, in order to calculate this average in a more real way, the company must statistically monitor this data in relation to each hour of work and how many situations occurred in that hour, how many calls received were answered, how many received a busy signal, how many are not answered and how many calls last less than a minute if the recipient is not interested or hangs up.
Through this data, the company is able to monitor the calls and define telephone service strategies that can retain the customer more if the calls in less than a minute exceed conventional calls.
