Certified Business Analysis Professional (CBAP) — Question 88

The objective of a solution implemented was to increase the number of customer calls resolved per hour.
When using basic statistical sampling concepts, what does the business analyst (BA) need to consider?

Answer options

• A. Metrics and Key Performance Indicators (KPIs)
• B. Frequency and Timing
• C. Financial Analysis
• D. Benchmarking and Market Analysis

Correct answer: B

Explanation

The correct answer, B, emphasizes the importance of understanding the timing and frequency of customer calls to effectively sample and analyze data. While A, C, and D are relevant business considerations, they do not directly pertain to the statistical sampling process needed to optimize call resolutions per hour.