2 Proportions for Decrease Abandonment Rate

Use 2 Proportions to demonstrate that the proportion of abandoned tickets decreases after a process improvement.

This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.

Example

Abandonment rate is the percentage of customers that disconnect or abandon a ticket or call before they can work with an agent.

In this worksheet, Abandoned Calls Before and Abandoned Calls After contain the number of abandoned calls before and after a process improvement. Total Calls Before and Total Calls After contain the total number of calls before and after the process improvement. You can enter these observations directly in the dialog box instead of storing them in the Minitab worksheet.

C1	C2	C3	C4
`Abandoned Calls Before`	`Total Calls Before`	`Abandoned Calls After`	`Total Calls After`
3583	23588	1432	22172

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Abandonment rate.
Select Decrease abandonment rate, then click OK.
Select 2 Proportions, then click OK.
From the drop-down list, select Summarized data.
In Number of events, enter the number of abandoned tickets before the process improvement as Sample 1. Enter the number of abandoned tickets after the process improvement as Sample 2.
In Number of trials, enter the total number of tickets before the process improvement as Sample 1. Enter the total number of tickets after the process improvement as Sample 2.
Select Options. In Alternative hypothesis, select Difference > hypothesized difference. The hypothesized difference defines your null hypothesis. By default, the hypothesized difference = 0. This one-sided test has greater power to detect whether the proportion of abandoned tickets has decreased after the process change.
Click OK.

Tip

For more information about this analysis, click Help in the main dialog box.