Date of Award


Document Type

Master's Project

Degree Name

Master of Science (MS)


STEM Education & Professional Studies


Occupational and Technical 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.

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