In Order to Achieve Higher Levels of Customer Satisfaction, a Company

Essay

In order to achieve higher levels of customer satisfaction, a company initiates monitoring the complaint resolution process of its customer service representatives. As a first step, the company decides to collect data on the number of unanswered calls out of the first 250 incoming to its call centre made each day. At the end of monitoring 25 days, it was found that a total of 500 incoming calls went unanswered.
a. What type of control chart should be used by the company in monitoring customer satisfaction at the call centre?
b. Calculate the centreline for this control chart.
c. Calculate the control limits for this control chart.