How much of impact the training had on employees

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We want to know how much of an impact the training had on employees and if calls are being handled properly. To test the hypothesis, we will have secret shoppers calling in and grading the employees on a 0-5 scale. The employees will get a 1 for every point they succeed at, with 5 being the highest score. The null hypothesis would be that every employee handles every call thoroughly and gets all 5 points. The alternative hypothesis is that employees are missing some steps and will need additional training. This is to ensure that we are providing the best customer service possible to every customer that calls in.

Reference no: EM133743139

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