Industry standard

Evaluate if the company should allocate more resources to improve its average TiQ. Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol.

Context: Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she […]

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