EXAMPLE 2.28 Which Customer Service Representative Is Better?
cserv
A customer service center has a goal of resolving customer questions in 10 minutes or less. Here are the records for two representatives:
| Representative | ||
|---|---|---|
| Goal met | Ashley | Joshua |
| Yes | 172 | 118 |
| No | 28 | 82 |
| Total | 200 | 200 |
Ashley has met the goal 172 times out of 200, a success rate of 86%. For Joshua, the success rate is 118 out of 200, or 59%. Ashley clearly has the better success rate.