Incoming calls to a customer service center are classified ascomplaints (68% of

Question

Incoming calls to a customer service center are classified ascomplaints (68% of calls) or requests for information (32% ofcalls). Of the complaints, 40% deal with computer equipment thatdoes not respond and 57% deal with incomplete softwareinstallation; and in the remaining 3% of complaints the user hasimproperly followed the installation instructions. The requests forinformation are evenly divided on technical questions (50%) andrequests to purchase more products (50%).

a) What is the probability that an incoming call to the customerservice center will be from a customer who has not followedinstallation instructions properly?

b) Find the probability that an incoming call is a request forpurchasing more products.

Explanation / Answer

a) What is the probability that an incoming call to thecustomer service center will be from a customer who has notfollowed installation instructions properly? 3% (of complaints the user has improperly followed theinstallation instructions) of 68% (Incoming calls to a customer service center areclassified as complaints) OR .03*.68 =.0204 or 2.04% b) Find the probability that an incoming call is a request forpurchasing more products. 50% of the requests for information 32% .5*.32=.16 or 16 %

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