Hypothesis testing can compare different call volumes

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Question

In a call center environment, hypothesis testing can compare different call volumes for backend and frontend operations and describe the types of calls typically received at specific times. Currently, my organization is hiring more specialists. Hypothesis testing can determine if the current training material needs improvement or if its quality is satisfactory. New specialists undergo a 2-week initial training followed by a 2-week semi-independent phase. During this phase, supervisors assess any issues, the relevance of materials, and the coverage of specific topics. This assessment is necessary before specialists achieve full independent status. Historically, we have adjusted training based on the data collected during the semi-independent phase. This approach also helps identify if a specialist needs additional weeks of training to master all required materials for successful job performance.

Reference no: EM133743160

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