Standard deviation of call lengths is monitored periodically

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Reference no: EM131788815

A call center for a bank answer customer's queries about their loan arrangements. all calls are automatically timed by the call center’s information system and the mean and standard deviation of call lengths is monitored periodically. The bank have decided that only on very rare occasions should calls be les than 0.5 minutes because customers would think this was impolite, even if the query was so simple that it could be answered in this time. Also, the bank reckoned that it was unlikely that any query should ever take more than 7 minutes to answer satisfactorily. The figures for last week’s calls show that the mean of all call lengths was 3.02 minutes and the standard deviation was 1.58 minutes. Calculate the Cp and Cpk for the call canter process. 2. in the above call centre, if the mean call length change to 3.2 minutes and the standard deviation to 0.9 minutes, how does this affect the Cp and Cpk? Do you think this is an appropriate way for the bank to monitor its call center performance?

Reference no: EM131788815

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