Cal Times

Call International oversees the quality of 200 call centers throughout the world. They want to determine
how the centers compare among four variables for the most recent year:
Shift A Average Call Time (in minutes)
Shift B Average Call Time (in minutes)
Average Customer Satisfaction Level (on a 4-point scale: 1=poor. 2=average, 2=good, 3=excellent)
Average Number of Employees
Data collected for the sample of 200 Call Centers is contained in the file named Call Centers linked at the
bottom of the page. Use all 200 data points.
Managerial Report
Prepare a report (See Module folder) using the numerical methods of descriptive statistics presented in this
module to learn how the variables contribute to the success of a call center. Be sure to include the following
three items in your report.
Find descriptive sample statistics (mean, median, range, the two quartiles Q1 and Q3, minimum, maximum,
sample standard deviation, and coefficient of variation) for each of the four variables, along with an
explanation of what the descriptive statistics tell us about the call centers.
Use the z-score to determine which call centers, if any, should be considered outliers in each of the four
variables. If there are any outliers in any category. please list them and state for which category they are an