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Incoming calls to a customer service center are classified
Chapter 2, Problem 194SE(choose chapter or problem)
Problem 194SE
Incoming calls to a customer service center are classified as complaints (75% of calls) or requests for information (25% of calls). Of the complaints, 40% deal with computer equipment that does not respond and 57% deal with incomplete software installation; in the remaining 3% of complaints, the user has improperly followed the installation instructions. The requests for information are evenly divided on technical questions (50%) and requests to purchase more products (50%).
(a) What is the probability that an incoming call to the customer service center will be from a customer who has not followed installation instructions properly?
(b) Find the probability that an incoming call is a request for purchasing more products.
Questions & Answers
QUESTION:
Problem 194SE
Incoming calls to a customer service center are classified as complaints (75% of calls) or requests for information (25% of calls). Of the complaints, 40% deal with computer equipment that does not respond and 57% deal with incomplete software installation; in the remaining 3% of complaints, the user has improperly followed the installation instructions. The requests for information are evenly divided on technical questions (50%) and requests to purchase more products (50%).
(a) What is the probability that an incoming call to the customer service center will be from a customer who has not followed installation instructions properly?
(b) Find the probability that an incoming call is a request for purchasing more products.
ANSWER:
Solution:
Step 1 of 3:
It is given that in a customer service centre,75% of the incoming calls are classified as complaints and 25% of the calls are classified as requests for information.
40% of the complaint calls deal with computer equipments that does not work, 57% of the complaint calls deal with incomplete software installation and 3% of the calls deal with complaints in which the user has not properly followed the instructions for installation.
50% of the requests for information calls deals with technical questions and remaining 50% deal with requests to purchase new products.
Using this data, we need to find the required values.