You are a supervisor at Regional Call Center’s Washington, DC, facility. Regional provides contract call center services for a number of companies, including banks and major retail
You are a supervisor at Regional Call Center's Washington, DC, facility. Regional provides contract call center services for a number of companies, including banks and major retail companies. You have been with the company for slightly more than seven years, having joined Regional right after graduating with a master’s degree in business administration from Strayer University. After the monthly staff meeting, you were handed a new assignment by the company CEO. The assignment came out of a discussion at the meeting in which one of Regional's clients wanted a report describing the calls being handled for them by Regional. The CEO had asked you to describe the data in a file called Regional Call Center and produce a report that would both graphically and numerically analyze the data. The data are for a sample of 57 calls and for the following variables:
- Account Number.
- Past Due Amount.
- Current Account Balance.
- Nature of Call (Billing Question or Other).
Instructions
- Summarize the case scenario of the Regional Call Center's Washington, D.C. facility.
- Develop bar charts showing the mean and median current account balance.
- Construct a scatter diagram showing current balance on the horizontal axis and past due amount on the vertical axis.
- Compute the key descriptive statistics for current and past due amount.
- Repeat task 4 but compute the statistics for the past due balances.
- Compute the coefficient of variation for current account balances.
- Write a 4–5-page report (including a cover page and a source list page) to National’s client that contains the results of the completed tasks along with a discussion of the statistics and graphs.
Sheet1
Account Number | Past Due Amount | Current Amount Due | Was this a Billing Question? |
4348291 | 35 | 92.85 | Yes |
6008516 | 20 | -129.67 | No |
17476479 | 0 | 86.38 | No |
13846306 | 35 | 99.24 | No |
21393711 | 0 | 47.98 | Yes |
18712654 | 22 | 40.89 | Yes |
19432077 | 0 | -93.16 | No |
19205946 | 0 | 85.21 | Yes |
8679852 | 0 | 121.79 | No |
12762185 | 0 | 0 | No |
4139796 | 386.77 | 0 | Yes |
17139670 | 0 | 102.03 | No |
8979191 | 88.36 | 150.84 | Yes |
7280135 | 0 | 54.57 | Yes |
6707912 | 0 | 0 | No |
21520203 | 0 | 46.98 | No |
85623 | 0 | 78.41 | Yes |
9356536 | 0 | 142.95 | Yes |
17405616 | 0 | 51.83 | Yes |
20898785 | 155.8 | 217.86 | Yes |
19731969 | 0 | 26.08 | No |
12784685 | 90.7 | 181.67 | Yes |
20085243 | 0 | 1.12 | Yes |
20795784 | 0 | -18.13 | No |
7487786 | 0 | 2.13 | No |
10728849 | 0 | 0 | No |
8688412 | 70.89 | 116.54 | Yes |
16719086 | 0 | 0 | No |
21133695 | 50.26 | 82.65 | Yes |
161458 | 0 | 58.82 | No |
15633571 | 0 | 57.54 | Yes |
5237633 | 0 | 27.03 | No |
16519689 | 0 | 41.99 | Yes |
16913865 | 0 | -60.98 | Yes |
9862516 | 0 | 0 | No |
1086650 | 0 | 52.49 | No |
3294331 | 0 | 58.16 | No |
21119372 | 59.83 | 135.41 | Yes |
13763582 | 0 | 50.79 | No |
1594961 | 0 | 108.08 | No |
9602244 | 0 | 99.48 | No |
18848188 | 184.49 | 184.49 | Yes |
18538915 | 0 | 71.75 | Yes |
11844400 | 0 | 0 | No |
21422890 | 51.63 | 151.92 | Yes |
19069405 | 0 | 168.71 | No |
12008703 | 0 | 4.62 | Yes |
10986262 | 0 | 65.93 | No |
15042777 | 0 | 53.97 | No |
14501019 | 0 | 59.07 | No |
7071682 | 0 | 323.78 | No |
4567183 | 29.75 | 144.48 | No |
17862401 | 0 | 0 | Yes |
19301485 | 0 | 0 | No |
11169789 | 0 | 0 | Yes |
9377520 | 50.64 | 58.55 | Yes |
19753827 | 33.83 | 68.68 | Yes |
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