APPENDIX B:CHAPTER 5EXERCISE ANSWERS
Understanding Call Center Efficiencies
|Number of data points||N = 100|
|Range||R = 217 – 192 = 25|
|Classes||K = 10|
|Class width||H = 25/10 = 2.5 rounded up to 3|
Histogram for Average Handling Time
The call center’s ability to meet its efficiency standard varies. The mean time to process calls to the center is 3.3 minutes—well within ...