# University of Massachusetts Call Center Data Analysis

Homework

(The preferred format is Excel — one workbook — with each problem in its own sheet and each sheet labeled according to the problem.

Please submit only one document/workbook per assignment.)

Problem

8. Call centers typically have high turnover. The director of human resources for a large bank has compiled data on about 70 former employees at one of the bank’s call centers in the Excel file Call Center Data. In writing an article about call center working conditions, a reporter has claimed that the average tenure is no more than 2 years. Formulate and test a hypothesis using these data to determine if this claim can be disputed.

11. The State of Ohio Department of Education has a mandated ninth-grade proficiency test that covers writing, reading, mathematics, citizenship (social studies), and science. The Excel file Ohio Education Performance provides data on success rates (defined as the percent of students passing) in school districts in the greater Cincinnati metropolitan area along with state averages. Test null hypotheses that the average scores in the Cincinnati area are equal to the state averages in each test and also for the composite score.

13. The Excel file Sales Data provides data on a sample of customers. An industry trade publication stated that the average profit per customer for this industry was at least \$4,500. Using a test of hypothesis, do the data support this claim or not?

16. Using the data in the Excel file Consumer Transportation Survey, test the following null hypotheses:

a. Individuals spend at least 8 hours per week in their vehicles.

b. Individuals drive an average of 600 miles per week.

c. The average age of SUV drivers is no greater than 35.

20. In the Excel file Cell Phone Survey, test the hypothesis that the mean responses for Value for the Dollar and Customer Service do not differ by gender

23. The director of human resources for a large bank has compiled data on about 70 former employees at one of the bank’s call centers (see the Excel file Call Center Data). For each of the following, assume equal variances of the two populations. a. Test the null hypothesis that the average length of service for males is the same as for females.

b. Test the null hypothesis that the average length of service for individuals without prior call center experience is the same as those with experience.

c. Test the null hypothesis that the average length of service for individuals with a college degree is the same as for individuals without a college degree.