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Measuring Customer Satisfaction
A call center tracked performance metrics over a period of time to
identify if there was a relationship between call time, first call
resolution, and overall customer satisfaction. Below is the data:
||Average Hold Time
||Percentage of First Call Resolution
||Overall Customer Satisfaction
Create six scatterplot graphs in Excel that show the relationship between the following variables:
- Quarter – Average hold time
- Quarter – Percent solved first time
- Quarter – Customer satisfaction
- Average hold time – Percent solved first time
- Average hold time – Customer satisfaction
- Percent solved first time – Customer satisfaction
Describe the implications of the relationships depicted in these graphs on the factors affecting overall customer satisfaction.