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Describe the implications of the relationships depicted in these graphs on the factors affecting overall customer satisfaction.

05 / 03 / 2018 Assignment

This paper circulates around the core theme of Describe the implications of the relationships depicted in these graphs on the factors affecting overall customer satisfaction. together with its essential aspects. It has been reviewed and purchased by the majority of students thus, this paper is rated 4.8 out of 5 points by the students. In addition to this, the price of this paper commences from £ 45. To get this paper written from the scratch, order this assignment now. 100% confidential, 100% plagiarism-free.

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:

Quarter Average Hold Time Percentage of First Call Resolution Overall Customer Satisfaction
Q1 22 sec 82% 96%
Q2 34 sec 80% 92%
Q3 44 sec 88% 82%
Q5 67 sec 85% 90%
Q6 38 sec 85% 90%
Q7 70 sec 76% 80%

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.


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