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Date Submitted: 04/04/2016 08:28 AM
Business Analytics
EMBA 2017 – Individual Assignment 1
Prof:
2016
2/29/2016
Business Analytics
EMBA 2017 – Individual Assignment 1
Prof: Nicole Huyghe
2016
Pritham Nambiar
2/29/2016
Table of Contents
Introduction 2
Questions and Answers 2
Q1. Please start with exploring and describing the variables Length, Q1 to Q6. 2
Q2. Let’s have a closer look at the distribution of the variable length (how long the phone call did last, in minutes). 5
Q3. The call centre manager would like to know if calls received in the morning are handled better or worse than those in the afternoon. 6
Q4. There is a belief that customers typically give higher ratings on their level of satisfaction than on whether they would recommend a product or service to peers. Can we support this belief with the data we have here? 7
Q5. The insurance company would like to increase customer satisfaction with the call centre as this has a relationship with churn, at least this is one of the assumptions. They think that a direct driver of the overall contact satisfaction is the length of the call. The shorter the call, the more satisfaction customers are. Is this correct? 8
Q6 Most likely, there will be other factors impacting the level of contact satisfaction (Q1). 11
Q7 Next to increasing the overall satisfaction score, the insurance company also would like more of its customers recommending their company to friends and peers (Q2). I.e. they want to have more advocates among their customer base. 12
Appendix 13
Appendix 1 – Q1 D 13
Appendix 2 15
Introduction
This paper is the report for the individual assignment for the Business Analytics course for EMBA 2017 term 1. The report contains the answers to 7 questions as specified on canvas. Microsoft Excel (version 2010) has been used as the analysis tool and the source of all the graphs. The appendix has the excel sheet with the workings of the questions and answers.
Questions and Answers
Q1. Please start...