Business Problem of Ask Your Computer Cal Center Assessment Answer
Project - Business Problem
The business considered for study here is a simulated business problem of a call center – “Ask Your Computer” (AYC). It is call center which provides services on behalf of a leading computer company. The call center has 100 employees who receive calls from the customers and try to resolve their problem in the best possible way and in least possible time.
Identification of the Problem
AYC is receiving lots of complaints against the employees from the customers in last three months. The customer’s complaints are regarding the longer time taken by the employees to resolve the problem or not solving the problem satisfactorily. The management wants to know if there is any relation between the call time and number of complaints. After the market study and research the management has concluded that the average call time for an employee should be 3 minutes. The call time of more than 3 minutes is considered to result in higher dissatisfaction in customers. Thus the management wants to know if the average call timing of the employees in the company is more than 3 minutes and if there is any relation between the no of complaints and call time. The management has decided that if there is any relation than the employee with average call time of more than 3 minutes will have to undergo training for 1 week. Also the number of complaints of more than 20 in three months for an employee will be considered as the benchmark for additional training. The management needs to identify the employees who needs training to improve their problem solving skills and enhance customer satisfaction (Zwilling, M., 2020).
Relevant information required
The management has decided that they need information on the average call time taken by an employee. Also it needs to see the number of complaints received against him/her in last three months. If the number of complaints are more than 20 then the employee is also slated for training. The management also needs to see if there is any relation between the higher call time and number of complaints. Thus the data relating to 100 employees with their employee code, the average call time taken by him in last three months and the no of complaints received against him/her by the customers in last three months is to be compiled.
Method of collecting and recording and collating information
To collect the desired information, the call timings of all the employees is recorded in last three months. The average of call time of each employee is calculated over the period. Also the log of number of complaints received against each employee is maintained. The data collected is as follows:
|Data Available||Data Available|
|Employee ID||Average Call time||Number of Complaints||Employee ID||Average Call time||Number of Complaints|
Information testing for reliability and validity
The information is collected through the system to ensure the correctness. The employee numbers are used instead of employee names so as to reduce the possibilities of any alternation due to biasedness.
Analysis of the problem for problem solving
The information of 100 employees of the company is analyzed to solve the problem and help the management in better decision making. The data in analyzed in following ways:
1. Find out if the average call time is more than 3 minutes: using the Excel software and “IF” function it is identified if the employee has the average call time of more than 3 minutes (exceljet.net, 2020).
Count of Employees with call time of more than 3 minutes = 63
Count of Employees with call time of less than 3 minutes = 37
Count of Employees with number of complaints of more than 20 = 66
Count of Employees with number of complaints of less than 20 = 34
It is observed that out of 100 employees 63 employees has the call time of more than 3 minutes. While the employees with the call time of less than 3 minutes are 37. The employees with more than 20 complaints are 66 while the employees with complaints less than 20 are 34. The increase number of complaints against the employees and more employees with higher call time partially justifies the management analysis.
The counting is performed using the “COUNTIF” function in Excel
2. Correlation between the number of complaints and Average call time: Using the statistics, correlation coefficient is calculated between the number of complaints and the average call time.
The calculation results are as under:
The correlation coefficient measures the relationship between the two variables (statisicshowto.com, 2020). The value of correlation co-efficient lies between -1 and 1.
If the Value is:
- 1, it indicates there is a strong positive relationship
- -1 it indicates there is a strong negative relationship
- 0 indicates no relationship at all.
The correlation co-efficient of 0.80 indicates a positive relationship between the call time and number of complaints .Thus it can be concluded that the no of complaints increase with the increase in call time.
3. Trend Analysis: The trend line between the average call time and number of complaints is as follows:
The trend analysis shows that as the average call time increases the number of complaints also increases.
4. Regression Analysis: The regression analysis of the call time and number of complaints is as follows:
|Adjusted R Square||0.642|
|Coefficients||Standard Error||t Stat||P-value||Lower 95%||Upper 95%||Lower 95.0%||Upper 95.0%|
|X Variable 1||0.0486||0.0036||13.3715||0.0000||0.0414||0.0558||0.0414||0.0558|
The regression line is 2.0285 +0.0486 x
Use of Technology for optimum efficiency and quality:
The above analysis is performed using the Excel functions. The results thus produced are accurate and quick making the analysis efficient. The excel worksheet is attached for reference (CFI, 2020).
It is observed from the above analysis that there is strong correlation between the increased call time and no of complaints against the employees in the call center.
Based upon the above analysis it is recommended that the management should go for training of the employees who has the average call time of more than 3 minutes to help them learn the skills so that they can resolve the customer queries in 3 minutes time.
The management can also identify the employees with average call time of less than 3 minutes but number of complaints of more 20 to be enrolled for training.