2-Sample t for Decrease After-call Work Time

Use 2-Sample t to demonstrate that average after-call work time 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

After-call work time is the amount of time an agent uses to complete any remaining work after a customer call ends.

In this worksheet, After-Call Work contains the after-call work times. Process Change indicates whether the work times are before or after a process improvement.

C1	C2-T
`After-Call Work`	`Process Change`
30.2	Before
15.8	Before
24.5	Before
25.0	Before
14.2	After
13.4	After

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select After-call work time.
Select Decrease after-call work time, then click OK.
Select 2-Sample t, then click OK.
From the drop-down list, select Both samples are in one column.
In Samples, enter the column of after-call work time data.
In Sample IDs, enter the column that indicates whether the data are from before or after your process improvement.
Click 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 after-call work time has decreased after the process change.
Click OK.

Tip

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