MN1105: Matrix enterprises design manufactures, sell and support computer network equipment. They have successfully entered the European: Quantitative Methods Assignment, RHMU, UK

Task 1: Performance Analysis of call center agents

Matrix enterprises design manufactures, sell and support computer network equipment. They have successfully entered the European market using the UK as their headquarters. In the enterprise network market, it has a network of 40 distributors across the UK, Germany, France, and Spain, annually selling 10,000 network switches to business customers.

It has also built up a small business, home use market, and is selling 500,000 SOHO routers and repeaters annually through retail and direct channels in the UK. In the retail channels, the first line of support related to sales and returns is managed by the retailers. Matrix provides support on technical issues. With direct channels, Matrix provides all the support to customer interactions.

You have been presented with a dataset containing information about the calls handled by call center agents in one month. The call center receives the call from customers who then either resolve them or divert them to the sales team or technical support. Each call has been allocated a specific Issue code and resolution code. The worksheet titled Glossary has further information about the codes.

a) Your task is to analyze the dataset and make interpretations on the performance of the call center agents and develop a summary report to the management highlighting the conclusions you can draw from the analysis.

Data analysis should be undertaken by calculating the following statistic indicators (at least) for each agent based on the number of calls they handled.

o Mean
o Standard Error
o Median
o Mode
o Standard Deviation
o Sample Variance
o Kurtosis
o Skewness
o Range
o Minimum
o Maximum
o Sum
o Count

Apart from the above, pivot tables, histograms and other relevant charts should be used.

Analysis of the data should help you to answer questions like…

Which call center agent is the best and least performing and why do you think so?
Can we see any patterns/trends in the number of calls handled by the call center? E.g. Easter
What can we understand from the contextual information such as type of calls,
customer number, date, time, etc?
 Are there any problems/issues faced by the organization that can be identified? E.g. a lot of queries around product failures?

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