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Customer Representative Time Queue

[Name]

[Institutional Affiliation]

[Course Number]

[Instructor’s Name]

[Date]
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Customer Representative Time Queue

Perform a hypothesis test to determine whether the average TiQ is lower than the industry

standard of 2.5 minutes (150 seconds). Use a significance level of α=0.05.

This hypothesis test claims that the average Time in Queue is lower than the industry's standard

– which is 2.5 minutes (150 seconds). The results of the hypothesis test are shown below;

Alternative Hypothesis:

µ < µ(hyp)

t-Test

Test Statistic, t: -0.61612

Critical t: -1.64576

P-Value: 0.26895

90% Confidence interval:

142.37253 < µ < 153.47215

The mean Time in Que for the organization is 147.922.

The claim that the organization's average Time in the queue is lower than the industry's

standard time is not rejected. There is no sufficient evidence to warrant the rejection of the claim.

From the test results, the obtained p-value is 0.2690, which is greater than the alpha value (0.05).

The organization’s mean time in queue (147.922 seconds) is not significantly different from the

industry's (150 seconds).

Evaluate if the company should allocate more resources to improve its average TiQ.
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From the above section, the organization’s mean time in queue ( ≈ 148 ¿ is within that of

the industry – which is 150 seconds. Average time in queue varies with sectors and the types of

services provided. Whenever a client waits on the phone, every minute feels like five – this

makes them have little patience whenever they dial inbound call centers. As much as the

organization's queue time does not exceed the industry's average, it is still not the best. The time

clients wait in line should be less than 2 minutes. The firm should allocate more resources to

enhance its average TiQ and customer satisfaction. Keeping the clients happy implies giving

them a positive experience with the least wait time. If the firm fails to handle this issue, it might

lose the business. The firm can address this issue y applying proper call waiting approaches and

technologies.

Mostly, lengthy call center queues are connected to suboptimal staffing. It can be

assumed that the center is understaffed. This means that there are few agents to answer customer’

calls. Another issue could be long handle time – meaning that every call consumes a longer time

than expected. This could be due to unqualified agents or complicated questions related to

product issues from callers. Properly handling these issues will improve the business’ average

queuing time.

Perform a hypothesis test to determine whether the average ST with service protocol PE is

lower than with the PT protocol. Use a significance level of α=0.05.

The firm decided to channel calls to CRS depending on areas of expertise. They decided

to measure the time for the new protocol (PE) and compared it to the time for the traditional

protocol (PT). To establish if the mean service time with service protocol PE is lower than with

the PT, an independent t-test was conducted. The claim is that the average service time with

service protocol PE is lower than with the PT protocol. The test results are shown below:
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t-Test: Two-Sample Assuming Unequal Variances

ServiceTime (PE) ServiceTime (PT)

Mean 149.2802 212.1632
Variance 34556.4648 36320.8977
Observations 853 821
Hypothesized Mean Difference 0
df 1665
t Stat -6.8306
P(T<=t) one-tail 0.0000
t Critical one-tail 1.6458
P(T<=t) two-tail 0.0000
t Critical two-tail 1.9614

Figure 1: Results for Two Independent groups t-Test

The results are statistically significant t(1, 1664) = -6.8306; p < 0.05. Therefore, it can be

concluded that the average ST with service protocol PE (M = 149.28) is lower than with the PT

protocol (M = 212.16).

Assess if the new protocol served its purpose. (Hint: This should be a test of means for two

independent groups).

Since there is a statistical difference that the mean of the new protocol is lower than the

traditional protocol (see the above section), it can be concluded that the new protocol served its

purpose. The protocol aimed to reduce customer service representatives' time when conversing

with clients. With the traditional protocol, the Customer Service Representatives took 212.16

seconds while talking with clients. With the new protocol, the team has been taking, on average,

149.28 seconds while talking with clients. When an issue is forwarded to an agent with expertise

in that field, less time is taken while talking to a client. This has helped the organization reduce

service time.
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Summary

The business’ queue time lies within that of the industry’s average. However, this does

not imply that the time is the best. The firm can still reduce the time to less than 2 minutes. This

will enhance client satisfaction and increase positive reviews obtained from clients – thus many

referrals. Significant causes of extended queues are understaffing and long handle time – agents

taking more time talking with clients as others wait on the line. Long service time is due to

agents handling issues they are less conversant with – cases outside their expertise. The new

protocol has helped significantly reduce the service time taken by agents. This is because agents

handle cases that are related to their expertise. To further reduce the service time, the

organization should continuously train its Customer Service Representatives to enhance their

knowledge in their areas of expertise. To reduce queue time, the firm should employ more staff.

Therefore, many agents will be available to handle clients' calls, thus short waiting times. The

hired team can also be trained on various questions and issues raised by clients to take less

service time when handling clients.