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You are a supervisor at Regional Call Center’s Washington, D.C., facility. Regional provides contract call center services for several companies, including banks and major retail companies. You have been with the company for slightly more than seven years, having joined Regional right after graduating with a master’s degree in business administration from Strayer University. After the monthly staff meeting, you were handed a new assignment by the company CEO. The assignment came out of a discussion at the meeting in which one of Regional’s clients wanted a report describing the calls being handled for them by Regional. The CEO had asked you to describe the data in a file called Regional Call Center Download Regional Call Centerand produce a report that would both graphically and numerically analyze the data. The data are for a sample of 57 calls and the following variables:
Account Number.
Past Due Amount.
Current Account Balance.
Nature of Call (Billing Question or Other).
Instructions
Summarize the case scenario of the Regional Call Center’s Washington, D.C., facility.
Develop bar charts showing the mean and median current account balance.
Construct a scatter diagram showing the current balance on the horizontal axis and the past due amount on the vertical axis.
Compute the key descriptive statistics for current and past due amounts.
Compute the coefficient of variation for current and past due account balances.
Generate analysis of the descriptive statistics, coefficient of variation, and graphs.
Recommend, based on data analysis and graphs, two strategies to improve the service to the client.
Write a 4–5 page report (including a cover page and a source list page) to the Regional clients that contain the results of the completed tasks along with a discussion of the statistics and graphs.
Provide two quality resources.
This course requires the use of Strayer Writing Standards (SWS). The library is your home for SWS assistance, including citations and formatting. Please refer to the Library site for all support. Check with your professor for any additional instructions.
The specific course learning outcome associated with this assignment is:
Apply strategies that are informed by the principles of statistical thinking and data-driven decision making to enhance business process performance.
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