Date of Award


Document Type

Master's Project

Degree Name

Master of Science (MS)


STEM and Professional Studies

Committee Director

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.

Included in

Education Commons