Question

You are the manager of a call center that has consistently been getting low ratings in the area of customer service. Your job is to improve the customer service experience, so the first thing we want to know is why our customers are so dissatisfied. To find out, we surveyed our customers and asked them what led them to be unhappy with our customer service policy. We received 366 responses and were able to separate those complaints into ten categories.

1. Make a Pareto diagram to show the data based on frequency of occurrence.
2. Based on the 80/20 rule, list the Errors that will be worked on first and provide solutions to help prevent these errors in the future.

Type of Error	Frequency
Too Long on Hold	157
No Evening/Weekend Staff	83
Not Knowledeable	41
Not Courteous	22
Transferred Too Many Time	20
Could Not Locate File	11
No Phone Payment Option	11
Hard to Understand Rep	9
Charged More Than Promised	7
Other	5

please type the answer DO NOT HAND WRITE IT

Answer 1

First of all we will prepare the graph. To prepare the graph, data will be arranged in descending order, and then we will find the cumulative frequency %.

Below is the screenshot of the formula applied to get the cumulative frequency.Below is the cumulative frequency data -

Type of Error	Frequency	Cumulative Frequency %
Too Long on Hold	157	42.90%
No Evening/Weekend Staff	83	65.57%
Not Knowledeable	41	76.78%
Not Courteous	22	82.79%
Transferred Too Many Time	20	88.25%
Could Not Locate File	11	91.26%
No Phone Payment Option	11	94.26%
Hard to Understand Rep	9	96.72%
Charged More Than Promised	7	98.63%
Other	5	100.00%

Below is the screenshot of the pareto chart -

From above, 80% of issues occurred due to below below mentioned issue -

Type of Error

Too Long on Hold

No Evening/Weekend Staff

Not Knowledeable

Not Courteous

Hence, focus should be on the above mentioned areas first as it will resolve the 80% of the issues.