Question

User support managers monitor several aspects of their support operation, including the percentage of calls that were abandoned by the user. True or False?

Answer 1

The question pertains to the calculation of the probability that the number of long-distance calls exceeds 20, given the average is 20. Without additional information on the distribution and variance, a precise probability can't be determined; however, if the distribution is normal, there would be less than a 50% chance of exceeding the average.

Step-by-step explanation:

The question is about the probability of an event occurring, which in this case is the number of long-distance phone calls made by employees during the peak time of the day. Specifically, we're interested in calculating the probability that employees make more than 20 long-distance calls, given that the average number of calls is 20.

To calculate this probability, we would typically need more information such as the distribution of calls (e.g., normal, Poisson, etc.) and the standard deviation. If, for example, we knew that call distribution follows a normal pattern, we could use standard statistical techniques to find the probability that the number of calls exceeds 20. However, without additional data about the distribution and variance, a precise probability cannot be determined.

If the average is based on a typical distribution and 20 calls is the mean, then the probability of observing more than the average would be less than 50%, since half of the observations would naturally fall below the average.

Answer 2

The given statement, "User support managers monitor several aspects of their support operation, including the percentage of calls that were abandoned by the user," is True (T) because user support managers typically track the abandonment rate of calls to understand the efficiency and effectiveness of their support operation in handling user inquiries.

Step-by-step explanation:

User support managers keep a close eye on various metrics to gauge the performance of their support operation. Abandoned call rates provide critical insights into customer experience and operational efficiency. A high abandonment rate might indicate issues like long wait times, insufficient staffing, or complex IVR systems that drive users away. By tracking these metrics, managers can identify patterns, implement necessary changes, and improve overall customer satisfaction.

Additionally, analyzing abandonment rates helps allocate resources effectively, ensuring prompt and effective user support. Therefore, monitoring the percentage of calls abandoned by users is a vital practice in managing and enhancing user support operations.

The correct answer is true (T)