Scenario Land and Agua Insurance Company has a call center in Tempe, Arizona. The business was originally established in Phoenix, Arizona in 1972 as a small business, and it has grown with the population of the area. The insurance company specializes in bundling insurance for cars, off-road vehicles, and watercraft (e.g., jet skis and boats). The company has 150,000 clients in Arizona. Marjorie Jones, Vice President of Operations, is concemed about customer complaints and the amount of time representatives are taking to resolve the calls. She has established a team to investigate the call center data and identify areas where the team should focus on making improvements. 2. Answer the questions below in essay format. Your essay must include an introduction, a body, and a conclusion. It must address all relevant parts of each question. Your response should be a minimum of 500 words in length, and it should include your analysis of the probability calculations. Make sure to cite any source you use. Proper citation format for a source includes the name of the author(s), the title of the work, the date of the publication, and the page number if you directly quote the source. Essay: Call Errors Using the Quality Summary and Call Center Data, provide a summary report for the vice president including the following information in an essay with a minimum of 500 words: 1. List the relative frequency for overall type of calls, call quality, and call errors. 2. Provide descriptive statistics for call time to include the mean, median, mode, variance, standard deviation, and range. 3. Provide the following probabilities: 1. CLM Error and AM Shill 2. COV Error and PM Shift 3. SAV Error or AM Shift 4. Given that the call comes in the morning, what is the probability of a CLM Error? 4. Based on the data, which error(s) should the team focus on? Does shift matter? Explain your answers. 5. Evaluate the current call time if customers expect to have their calls handled within approximately 7.5 minutes on the phone.
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