The Customer data tab represents data provided by the customer and the sample data(phone and chat) is data that I collected by calling a customer. It would be ideal to compare my data (phone and chat) to the customer data (including charts and histograms) and include any other interesting data that would apply to the chapters we have covered in class (see attachment).
The overall objective is how to decrease call/talk handling times but I also just want to have an interesting presentation that covers as many chapters, calculations and statistics as possible.
The purpose of the presentation is to minimize the company's call handle time of their tech support. However, after evaluating the data, I concluded that the data itself does not allow for such a solution without knowing the company's operation, such as employee training and competence. Therefore, I decided to focus on the samples I have collected from a different company (Phone and Chat). I now want to present that my chat support samples are significantly lower than the phone samples.
The following are customer service phone support times (blue) and customer service chat support times (green). [See attached file]
Also, my part of the presentation should be kept under 7minutes. Therefore, the amount of material I am going to be able to discuss is limited. I want to emphasize that the chat time on customer support is much more effective and efficient. Please feel free to implement any calculation and statistics you might find appropriate. Include histograms, descriptive statistics, confidence intervals, and test hypothesis that chat support samples are significantly lower than the phone samples. Include any other statistics you find right from among the chapters in the attachment. Also, I would like to know which calculation to apply in order to determine the probability of a phone call / live chat of x>1000second occurring. I need that included in the excel file.
