Can anyone help?
I am working on a problem to do with customer service advisor call
monitoring in a call centre.
We know from experience that of 5 call types, they are likely to happen with
the following probabilities:
1 - 5%
2 - 6%
3 - 85%
4 - 3%
Advisors take around 2,500 calls a week. I need to determine what sample
size I need to take to audit an advisor's calls per week which ensures that
I have a fair representation of each call type.
Can anyone help or give me any advice?