The Springville Herald Marketing team found:

Sales over the phone are most productive

Lengthier calls are most productive

What kind of structure enhance productivity?

Task:

Investigate the effect of the type of presentation on the length of call.

Phase 1

Test the overall structure of the presentation

Phase 2

Test 2 other factors

(gender and type of greeting)

Team

Project Leader ………………………………. Juan Gonzalez

Reporter……………………………………Mamata Sherchan

Project Designer……………………….. Hamidat Akamou

Resource Management………………… Jessica Samano

Data Analysis……………………………….. Charles Nadum

………………………………….Thomas Hewitt

Phase 1

Test the overall structure of the presentation

A group of 24 female callers (8 each) was randomly assigned to 1 of 3 presentation plans

Structured

Semi Structured

Unstructured

Intro Greeting (personal & informal):

“HI, this is Leigh Richardson from the Springville Herald. May I speak to Stuart Knoll.”

All calls made between 7:00pm and 9:00pm Length of Calls (in Seconds), Based on Presentation Plan

ANOVA: Single Factor

SUMMARY

Hypothesis testing

H0: The average length of the calls are equal

HA: The average length of the calls are not equal.

Conclude

The averages are not equal at the 5% level.

Phase 2

Test 2 other factors: gender & type of greeting

Gender of the caller: male vs. female

Type of greeting

Personal Formal

“Hello, my name is Leigh Richardson from the

Springville Herald. May I speak to Mr. Knoll?”

Personal Informal

"Hi, this is Leigh Richardson from the

Springville Herald. May I speak to Stuart Knoll?”

Impersonal

“I represent the Springville Herald. May I speak

to Stuart Knoll?”

30 callers were chosen to participate

15 males and 15 females

Callers were randomly assigned to 1 of 3 greeting-type style training groups

5 callers in each of the 6 combinations of the 2 factors ( gender & greeting style)

Length of Calls (in Seconds), Based on Gender and Type of Greeting

Hypothesis testing

1. To test the hypothesis of no interaction of factors Gender (A) and Type of greeting (B)

H0: The interaction of factors A and B is equal to 0

H1: The interaction of A and B is not equal to 0

At .05 level of significance

FSTAT=.09185<Fα=3.4028

p-value=.4127>0.05.

Do not reject H0

There is insufficient evidence of an interaction effect between gender and type of greeting.

2. To test the hypothesis of the differences in mean length of calls between gender levels

(where m=males and f=females)

H0: μm=μf

H1: Not all μi….are equal

At .05 level of significance

FSTAT=3.3945<Fα=4.2597

P-value=0.0778>0.05

Do not reject H0

The is insufficient evidence of a difference between males and females in terms of the mean length of calls

3. To test the hypothesis of the difference in mean length of calls between the 3 greeting styles

(where 1=PF, 2=PI, 3=IMP)

H0: μ1=μ2=μ3

H1: At least 2 means differ.

At .05 level of significance

FSTAT=8.2165>Fα=3.4028

P-value=0.0019<0.05

Reject H0

There is evidence of a difference among the greeting styles in terms of the mean length of calls

Conclusion

Phase 1

Structured presentation made the calls longer and more effective

Phase 2

A more presentable calls which is structured chosen with either gender factor, the subscriptions can achieve optimum delivery solicitation process.

Why ANOVA? Tested at the 5% significance level One-Way Test Assumptions of ANOVA Independence or randomness

Normally distributed

Homogeneity of variances Analysis of variance is a statistical test that generalizes t-test to more than 2 groups

ANOVA is useful to compare the means of groups Two-Way Test

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