Question

Incoming calls to a customer service center are classified as complaints (75% of calls) or requests for information (25% of calls). Of the complaints, 40% deal with computer equipment that does not respond and 57% deal with incomplete software installation; in the remaining 3% of complaints, the user has improperly followed the installation instructions. The requests for information are evenly divided on technical questions (50%) and requests to purchase more products (50%).

What is the probability that an incoming call to the customer service center will be from a customer who has not followed installation instructions properly?

Answer 1

The probability that an incoming call is from a customer who has not followed installation instructions properly is 2.25%.

Step-by-step explanation:

The probability that an incoming call to a customer service center will be from a customer who has not followed installation instructions properly can be calculated using the given percentages. Since 75% of the calls are complaints and 3% of those complaints are due to improper installation instructions, we need to determine the overall percentage of these specific complaint calls among all incoming calls.

To find the specific probability, we multiply the percentage of calls that are complaints by the percentage of complaints due to improper installation: (75% of calls as complaints) × (3% of complaints due to improper installation) = 0.75 × 0.03 = 0.0225

This means the probability is 2.25%.