Alternative Call Center Operational Indicators to Customer Satisfaction

Alternative Call Center Operational Indicators to Customer Satisfaction

Author: 
Oliveira, Alexandre Ferreira
Place: 
Hershey, PA
Publisher: 
IGI Global
Date published: 
2012
Responsibility: 
Joia, Luiz Antonio, jt. author
Editor: 
de Pablos, Patricia Ordóñez
Source: 
Knowledge Management and Drivers of Innovation in Services Industries
Abstract: 

The purpose of this chapter is to purport a set of alternative call center operational performance indicators, in order to enhance the relationship between call center performance and customer satisfaction. In order to do that, a methodological approach based on surveys, as well as stepwise multiple linear regressions, is developed from 6,616 cases collected during three months from the telecommunication industry. The general conclusion is that a set of alternative call center indicators covering three dimensions, namely the call center ability to resolve a problem, the call center responsiveness, and the prior customer satisfaction with the call center, together with traditional indicators, present a statistically significant relationship with customer satisfaction. The insights from this study can help managers to improve the customer satisfaction with call center, as well as to better sub-contract outsourcing call center operators.

Series: 
Advances in Knowledge Acquisition, Transfer, and Management

CITATION: Oliveira, Alexandre Ferreira. Alternative Call Center Operational Indicators to Customer Satisfaction edited by de Pablos, Patricia Ordóñez . Hershey, PA : IGI Global , 2012. Knowledge Management and Drivers of Innovation in Services Industries - Available at: http://library.au.int/alternative-call-center-operational-indicators-customer-satisfaction