Explore BrainMass customer service department: Average call length at call center

See attached files.

Assume all data/output is normal.

4. The manager of the customer service department at was concerned about the performance of their call center employees. He found that average call times were higher than industry average. The manager decides to invest in a program to train his call center employees in techniques to resolve customer concerns in a timely fashion. With the new training, the manager hoped that the call waiting times would reduce. In order to test if this had in fact happened, the manager randomly chose 15 call center employees and recorded the average call length (average time spent on a single customer call) for a one week period before and after each of the 15 employees received training. The data is in callcenter.sav. State the appropriate hypothesis, run the appropriate test using SPSS and provide interpretation.

Use alpha =0.05


Solution Summary

The expert examines customer service departments. The average call length at call centers are examined.