Business Statistics: Call Centre Data Comparison and Analysis Report

This report presents a comprehensive analysis of call center data, comparing the performance of two call centers based on median call times, staff types (original vs. replacement), and the number of complaints. The analysis includes descriptive statistics, such as average median call times and proportions of calls exceeding 3 minutes, along with inferential statistics, including correlation coefficients and confidence intervals. The report investigates the relationship between staff type and call duration, as well as the correlation between call time and customer complaints. Key findings highlight differences in staff efficiency and performance between the two call centers, offering insights into operational effectiveness. The report also explores the implications of these findings for call center management and resource allocation. The analysis utilizes pivot tables, scatter plots, and statistical calculations to draw conclusions and provide recommendations for improvement. The report addresses questions related to staff performance, call duration, and customer satisfaction, providing a detailed comparison of the two call centers' operations.