Date of Award
Master of Science (MS)
Ritz, John M.
The problem will be addressed with the following hypotheses: 1. There will be a significant difference in the length of time taken to answer a call comparing the operators and the call representatives of the Carilion Health System Call Center; 2. There will be a significant difference in performance of hospital operators compared to the performance of call center representatives in the amount of calls each group receives in a month's time.
Miller, Donna, "Assessment of Carilion Health System Call Center" (2007). OTS Master's Level Projects & Papers. 100.