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Math Help - advice on improving a call center rating

  1. #1
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    advice on improving a call center rating

    Attached is a call centre file and from your opinion, which column would you use as a response, if the question was to improve customer rating. I argue that service time should be the response here because there seems to be a strong correlation between having shorter service time and higher rating. Apart from that and which I think is the key, rating to my understanding, is a binary trait and should be converted into dummy variables e.g. 0 & 1 and hence rating is not appropriate to be use a response in a multi regression problem.

    Thanks for your time taken to response and Iím more than happy with a yes/no response if you agree or disagree.
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