- Level 6 Unit T/615/2726 Assignment: Strategic Project Management: Identifying, Planning, and Controlling Projects for Business Success
- EDD-U1-T4 Assignment: Internal and External Support Services for Educational Practitioners
- Discussion Paper on Market Forces and Government Interventions for Business Leaders
- Unit 10 Customer Relationship Management Assignment – CRM Processes & Stakeholder Roles
- CIPD 7HR02 Resourcing and Talent Management to Sustain Success
- Athe Level 3 Health and Social Care Assessment Questions
- M/618/4168 Unit 2 Principles, Values and Regulation in the Health and Social Care Sector – ATHE Level 3
- ILM Communication Skills Self-Assessment
- ILM Unit 8600-309: Understand How to Establish an Effective Team
- CMI Unit 525 Using Reflective Practice to Inform Personal and Professional Development
- Understand and Work with a Wide Range of Stakeholders and Organisational Structures – Assignment 1
- Assessment: Financial Performance Evaluation of Savory Snacks Company Ltd for Credit
- CMI L5 Assignment: Managing Stakeholder Relationships: Strategies, Challenges, and Best Practices
- Level 3 Unit 2 Assignment: Principles, Values and Regulation in the Health and Social Care Sector
- COM4006 Assignment: Introduction to Academic Skills and Professional Development
- Assessment: Managing Organisational Change: Evaluating Strategies, Challenges, and Impact
- UNIT CMI 706 Assignment: Finance for Strategic Leaders: The Role, Scope, and Impact of Finance
- ENGINEERING DESIGN TMA2 v1: CAD Design Report: Specification, Evaluation & Drawings
- Unit CMI 514 Assignment: Analysis of Organisational Change: Managing Change
- EMS402U TMA1: Engineering Design Solutions: Concept Development & Assessment
MN1105: Matrix enterprises design, manufactures, sell and support computer network: Quantitative Methods Assignment. UOL, UK
| University | University of London (UOL) |
| Subject | MN1105: Quantitative Methods |
Task 1: Performance Analysis of call centre agents
Matrix enterprises design, manufactures, sell and support computer network equipment. They have successfully entered the European market using UK as the headquarters. In the enterprise network market, it has a network of 40 distributors across 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(similar to Tesco, PC World), the first line support related to sales and return is managed by the retailers. Matrix provides support on technical issues. With the direct channels (similar to eBay, Amazon and own web shop), Matrix provides all the support to customer interactions.
You have been presented with a dataset containing information about the calls handled by call centre agents in one month. The call centre receives the call from customers who then either resolve them or divert to 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.
Do You Need Assignment of This Question
a) Your task is to analyse the dataset and make interpretations on the performance of the call centre 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.
- Mean
- Standard Error
- Median
- Mode
- Standard Deviation
- Sample Variance
- Kurtosis
- Skewness
- Range
- Minimum
- Maximum
- Sum
- 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…
1. Which call centre agent is the best and least performing and why do you think so?
2. Can we see any patterns/trends in the number of calls handled by the call centre? E.g. Easter
3. What can we understand from the contextual information such as type of calls, customer number, date, time etc?
4. Are there any problems / issues faced by the organization that can be identified? E.g. lot of queries around product failures?
Buy Answer of This Assessment & Raise Your Grades
Calling all Singaporean students enrolled in the University of London (UOL) – if you’re grappling with your MN1105: Quantitative Methods assignment, we’ve got your back! Our company offers top-notch case study writing help tailored specifically for UOL students. Our experts have in-depth knowledge of matrix enterprises design, computer networks, and more, enabling them to deliver outstanding assignments. By paying our experts, you can save time and ensure that your coursework meets the university’s standards. Get the academic support you need and boost your grades with our trusted assignment writing service.
Answer
Do You Need Assignment of This Question
