Illustrating the Uses of Histogram for Data Presentation
To explain the significance of using a graph for a large amount of data, a case study is utilized to illustrate data presentation via a histogram.
Case Study of Call Center's Failure for Rapid Response
A call center agency wants to improve its system as an inbound call center and service agency. Although there’s no specific industry standard to which handling of calls should adhere, the agency's goal is to sustain its ability to respond rapidly to customers' calls. Currently, the hold-time it takes for their agents to respond has been falling short of the previous track record of less than a minute.
In line with this, a study was conducted in order to determine if the agency needs more staff to attend to the customers. Fifty (50) inbound calls for technical support took more than a minute before a help-desk technician could attend to the customers' requests for assistance. In fact, it was observed that half of the fifty calls took more than five minutes, which can be gleaned from the following data gathered during the course of the observations.
Number of Minutes the Customers Were On Hold
- 0-1 minute = This is the rapid-response time by which phone calls should be answered.
- 1-2 minutes = Two (2) customers had hung up their phones.
- 2-3 minutes = Five (5) more customers had hung up.
- 3-4 minutes = Eight (8) customers also gave up on holding.
4-5 minutes = Ten (10) customers stayed on the line and were attended to.
- 5-6 minutes = Another set of (10) customers who waited while on hold, had been given assistance.
- 6-7 minutes = Seven (7) more customers had been provided with technical assistance.
- 7-8 minutes = Another set of four (4) customers waited for their turn to be served.
8-9 minutes = Three (3) of the customers simply gave up and decided to hang-up.
- 9-10 minutes = One (1) customer’s patience paid-off and he was finally served.
Now if you are to study the data presented above, would you be able to perceive with relative ease, the implications of the data presented?
Not quite, because it’s a bit difficult to focus and delve into words and numbers at the same time to visualize a larger concept. This is now where the histogram comes in as a useful and practical tool.