Comments on: Probability the Customer Service Representative will Answer

By: =^-^=

=^-^= — Fri, 03 Jul 2009 19:36:26 +0000

uhh… it goes up to %100 theres nothing higher

By: Celes

Celes — Fri, 21 Nov 2008 09:47:48 +0000

Wait – you forgot “when I’ve just taken a bite of food because I’m sure they won’t pick up anytime soon”. Bad label, yes; nonetheless a viable addition.

By: sean

sean — Sun, 02 Nov 2008 22:09:52 +0000

minus taxes

By: PhoneGuy

PhoneGuy — Sun, 02 Nov 2008 17:03:17 +0000

BONUSES! I think I want to work for your company. I only get bonuses after 5 years of working with my company. In the mean time, my only incentive to work is the fact that I HAVE to answer a certain number of calls in a day. Otherwise I can be fired!

Either way, bonus or the potential of losing my job, it’s a pretty good reason for us to work hard to keep those hold times down!

By: PhoneGuy

PhoneGuy — Sun, 02 Nov 2008 16:58:55 +0000

Uhh…yes Cougar that IS annoying! It is also the leading cause of the truthfulness of Elanor’s graph up above! It’s a snowball effect: I have to wait for someone to answer me while meanwhile the 30 other people in our call queue waiting for someone to pick up now have to wait EVEN longer. (Which folks on both sides of a call center know that 2 minutes on a phone hold can seem like an eternity) Which is also why I was told by my supervisor in cases such as this to hang up if noone comes to their own speakerphone within 2 minutes…it is so that I don’t delay other callers who are ready.

The bottom line is, if people are patient and actually stay on the phone and are ready to let me help them I can resolve their issue and move on to the next much quicker.

By: hergieburbur

hergieburbur — Sat, 01 Nov 2008 20:36:24 +0000

They are not mutually exclusive, as they don’t occur at the same time. The graph is of probabilities at specific points in time, not a distribution of when calls are answered. If it was the distribution of calls being answered, you would be correct. However, at each point in time, there is only a specific chance that a call will be answered, each point has its own probability, and at/after a given point, all calls will be answered, and thus have a probability of 100%. Look at it this way, the graph is NOT saying that 10% of calls are answered after 3 minutes, but rather each call has a 10% of being answered after three minutes.

To use your example, it is NOT saying every single call is answered immediately after I hang up, but rather every time I hang up, the call is answered immediately after.

Statistics fail. Moron.

By: Cougar Allen

Cougar Allen — Sat, 01 Nov 2008 19:44:08 +0000

Ah … when you want to talk to someone on the phone and you can’t talk to them immediately, you have to wait … you are annoyed? Strange….

By: Yuri

Yuri — Sat, 01 Nov 2008 16:24:44 +0000

I work at a call center as well and I have to say that it is quite typical that people hang up just when it’s their turn. It’s not like when you hang up and call in again we will take your calls quicker. Also, we do really try to answer all calls as soon as possible because if we don’t then we don’t get any bonuses. And please listen to the recording before you press a button if you quickly want help because if you press the wrong number we really CAN’T help you as we don’t know how to do the other departments’ jobs. Thank you.

By: blazinghyphens

blazinghyphens — Sat, 01 Nov 2008 15:36:18 +0000

It’s $.0174 now.

By: Koist

Koist — Sat, 01 Nov 2008 09:04:26 +0000

The points are mutually exclusive and therefore have to add up to 100 or less. If every single call is answered “immidiately after I hang up” there would be no other outcomes.

Morons

By: PhoneGuy

PhoneGuy — Sat, 01 Nov 2008 00:58:11 +0000

I work in a call center and I have to say true (ignoring the impossible numbers) because I get a lot of “dead calls.” I greet but noone to listen to my voice! What is annoying to me is people who call a call center, put the phone on speaker and then leave the room. I pick up and can hear voices but noone answers no matter how loud I shout……..but then again maybe those are just the voices in my head….

By: DesertElephant

DesertElephant — Fri, 31 Oct 2008 22:25:23 +0000

Perhaps the last item would be better served with the label, “Just as I am hanging up.” My $.02 at least.

By: Daniel

Daniel — Fri, 31 Oct 2008 18:27:26 +0000

Yep… and no probability should be 100%, it would eliminate all other posibilitites if so almost fun graph

By: Ferdbags

Ferdbags — Fri, 31 Oct 2008 17:23:32 +0000

Has no one noticed that its a physical impossiblity to answer the phone in a callcenter after the customer has hungup? That makes the last bar not 100%, only 100% wrong. Fail graph.

By: 216

216 — Fri, 31 Oct 2008 16:23:31 +0000

Why don’t we forget about response time and just conclude that this chart SUX!
Balls-on-the-chin FAIL.

By: hergieburbur

hergieburbur — Fri, 31 Oct 2008 15:28:21 +0000

On the other hand, this is not the best graph jam offering I’ve seen.

By: hergieburbur

hergieburbur — Fri, 31 Oct 2008 15:27:43 +0000

Actually, they are individual probabilities at a given time, so they do not need to add up to 100…

By: MikeB

MikeB — Fri, 31 Oct 2008 14:55:13 +0000

Hmm… 100 percent for the last possibility, 45 for the one before that, plus another 25 plus between 2 and 5 percent. Wow, all these events have a combined probability of 182-185 percent of occurring! That’s impossible… but awesome, still

By: fubuki

fubuki — Fri, 31 Oct 2008 14:51:48 +0000

If nobody comments for almost an hour after posting, can we conclude that this chart sucks?