The New Protocol (PE) and the Current Protocol (PT) Test Results
To: All Staff
From: The Manager
CC: Other recipients
Subject: The New Protocol (PE) and the Current Protocol (PT) Test Results
Greetings
In the past few days, we have been evaluating the New Protocol (PE) and the Current Protocol (PT) with the aim of determining if the new protocol will offer improvements in our service time (ST). The results for this test have been compiled and presented below:
The impact of the new protocol (PE) on service time and time in queue.
The analysis indicates that the new protocol (PE) significantly affects the queue and service time. Particularly, the analysis by the UX Team shows that the average time in queue for calls at the call center was minimized by approximately 21%, and the average service time increased by 16%. The analysis also indicates that the new protocol had a significant impact on customer experience since customers became more satisfied with shorter waiting times and longer service times. This implies that the protocol met the initial goal that led to its introduction in the company.
Determining if the PE protocol should be implemented widely in the call center with what you know so far.
Since the new protocol results in reduced average service time based on the available data, it can help the organization in facilitating call center operations. The new protocol contributes to better customer experiences, improved satisfaction, and enhanced customer loyalty. Therefore, the protocol can be implemented widely in the whole call center to capitalize on its benefits. For maximum and better experiences, the company should implement the protocol based on specific contexts in the call center and regularly monitor the progress to determine whether the protocol yields the intended impact in each context.
Identifying what additional data and analyses would be helpful to determine if the PE protocol is working.
To determine the workability of the new protocol, it is essential to obtain additional data and further analysis to establish the impact of the protocol on the whole call center and overall customer experiences and satisfaction. The organization can combine both qualitative and quantitative data to come up with comprehensive insights about the impacts of the new protocol on the call center and customers. Quantitative data will be analyzed quantitatively, while qualitative data will be analyzed qualitatively. Quantitative analyses can be applied on objective data, such as establishing the percentage reduction in average service time and time in queue, while qualitative analysis can be used to analyze customer experiences.
An explanation of what is likely to happen to TiQ and ST if the PT protocol is kept.
It can be projected that the new protocol will have a positive long-term effect on the organization as more customers become aware of the benefits of the new protocol. A study by Garcia, Archer, Moradi, and Ghiabi (2012) established that customers who experienced shorter wait times and longer times of service were more satisfied with the experiences of a call center. Notably, effective implementation of the new protocol will lead to increased customer satisfaction loyalty, and consequently, increased profitability for the company.
How a sudden increase of 20% more calls might influence TiQ and ST.
A sudden increase in the number of calls in the call center may significantly affect the service time as well as the time in queue. Particularly, this increase can contribute to reduced customer satisfaction since customers may experience longer waiting times and shorter service times. A sudden increase in the number of calls may also have operational cost implications for the company, as Ofek, Arnab, and Shlomi (2022) noted.
Justifying whether the data is sufficient to determine if the PE test is successful.
The available data is not sufficient to determine whether the test for the new protocol is successful. Additional data and metrics are necessary to determine whether the test was a success based on the overall call center performance. The available data does not analyze the number of calls received, average service time, waiting time, or the overall rate of customer satisfaction. The company can also measure the effectiveness of the new protocol on specific call contexts and lines of services and inquiry.
Additional metrics and supporting data needed to determine the performance of the call center’s operations.
Additional supporting data and metrics might be needed to assess the success of the new protocol and the performance of the operations at the call center, which may include the average wait time for the call center, the total number of calls received, and the rates of customer satisfaction with the current services. The organization also needs to establish the overall impact of the protocol on customer experience and project the long-term effects of the protocol.
References
Garcia, D., Archer, T., Moradi, S., & Ghiabi, B. (2012). Waiting in Vain: Managing Time and Customer Satisfaction at Call Centers. Psychology. 3. 213-216. 10.4236/psych.2012.32030.
Ofek, L. B., Arnab, P., & Shlomi, R. (2022). Mitigating long queues and waiting times with service resetting, PNAS Nexus, Volume 1, Issue 3, pgac070, https://doi.org/10.1093/pnasnexus/
ORDER A PLAGIARISM-FREE PAPER HERE
We’ll write everything from scratch
Question 
Scenario
As the manager of a customer service call center, you are evaluating the quality of the call center’s operations. One of the most important metrics in a call center is time in queue (TiQ), the time a customer waits before a customer service representative (CSR) comes on the line to help. To provide the best customer experience, you want your customers wait to be less than the 2.5-minute (150 seconds) industry standard. You know that when they wait for too long, customers are more likely to have a negative experience or hang up before being helped.
The New Protocol (PE) and the Current Protocol (PT) Test Results
Another metric you measure in the call center is the handling time, or service time (ST), the amount of time a CSR spends servicing the customer. Last month’s average ST was approximately 3.5 minutes (210 seconds). Your industry experience tells you that the average ST can be influenced by a CSR’s level of training, amount of experience, and whether the CSR can provide a resolution to the issue quickly. Recently, you tested a strategy to have callers identify the type of issue they are calling about, and then route calls to CSRs with expertise in that issue.
The new protocol (PE) is being tested side-by-side with the current protocol (PT) to see if ST is improved with this strategy. The regional director was hesitant to test the PE protocol for two weeks, already concerned about the customer experience, but agreed to the test. After the first few days, the regional director is anxious to know the results and asks you to send a report. You ask the user experience (UX) team to pull a report for the TiQ and ST for both protocols to analyze.
Preparation
Review the call time analysis provided by the UX team. You may also review the call time data in Excel if desired.
Assessment Deliverable
Write a 350- to 700-word email, or memo, about the PE and PT test results after the first few days. Address the following in your email:
Analyze the impact the new protocol (PE) has had on time in queue and service time.
Determine if the PE protocol should be implemented widely in the call center based on what you know so far.
Identify what additional data and analyses would be helpful to determine if the PE protocol is working.
Explain what is likely to happen to TiQ and ST if the PT protocol is kept.
Explain how a sudden increase of 20% more calls might influence TiQ and ST.
Justify whether the data is sufficient to determine if the PE test is successful.
Suggest additional metrics and supporting data needed to determine the performance of the call center’s operations.
Format references according to APA guidelines.