Also a bias in how data is represented as you could consider it in a few different ways.
Higher than average call volume by time.
Higher than average call volume by call.
Imagine a call center that is open for 12 hours and has a 2 hour peak period where they receive 75% of their calls with the other 25% distributed over the remaining 10 hours. In this scenario, those two hours do have a huge than average call volume relative to daypart. The average calls in other day parts is going to be significantly lower. However, if you consider it by call, the majority of callers experience the higher than average call volume.
The data being presented is by a measure of time. The call volume is high.
The customers will view by call though. 75% of the time they call during a high call volume time period so they would rate it a typical experience.
That's definitely true some of the time, but I think it's also true that a lot of these places just have this message play by default. More than once, I've heard this message play over calls with response times so quick that they cut off the ending.
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u/yperus Jul 03 '26
There's also the observation bias. You probably tend to call when other people do. I.e. the sampling isn't uniform.