scholarly journals Quality assessment of the contact center while implementation the IP IVR system by using teletraffic theory

2021 ◽  
Vol 6 (3 (114)) ◽  
pp. 64-71
Author(s):  
Katipa Chezhimbayeva ◽  
Madina Konyrova ◽  
Saule Kumyzbayeva ◽  
Elvira Kadylbekkyzy
Keyword(s):  
Customer Service ◽  
Call Center ◽  
Information Needs ◽  
Service Failure ◽  
Call Centers ◽  
Contact Center ◽  
Service Characteristics ◽  
Call Processing ◽  
Mixed Order ◽  
Global Statistic

The paper considers the form of taking into account the specialization of information needs. An analysis of the work of modern call centers has been carried out. The authors noted the effectiveness of using IVR devices, operators, and consultants for differentiated customer service and the need to take feedback into account when forming the revenue stream of applications. The models make it possible to determine the leading indicators of the quality of service for applications arriving at the call center. Formal expressions for descriptions are derived from the input parameters' values and the model's stationary probability. The relationships between the characteristics of the call center that regulate the intensity of incoming and outgoing calls, call processing through 3CXPhone, corporate mail, and social networks were obtained using Global Statistic. The developed methodology for organizing information and reference systems makes it possible to consider modern trends in the development of call centers. The paper presents the results of research using the IP IVR system. The results of calculating service characteristics are given for two different types of calls with mixed order ω=(0.5; 0.7; 0.9). The presented results were obtained by using experimental data of the JSC Kazakhtelecom's call center. For the calculations, the authors used the formulas of the teletraffic theory for a mixed service system. It also assesses the extent of combined service model effects for the contact center's call quality. It is shown that the probability of lost calls depends on the incoming load. The obtained results show that the mixed order for incoming calls servicing affects the probability of service failure.

THE WORKPLACE, THE SOCIETY AND THE WIDER WORLD: THE OFFSHORING AND OUTSOURCING INDUSTRY

2009 ◽  
Vol 29 ◽  
pp. 145-167 ◽  
Author(s):  
Liz Hamp-Lyons ◽  
Jane Lockwood
Keyword(s):  
Customer Service ◽  
Language Proficiency ◽  
Call Center ◽  
Large Scale ◽  
Call Centers ◽  
Emerging Market ◽  
Language Assessment ◽  
Poor Quality ◽  
The Philippines ◽  
Business Success

Workplace language assessment poses special issues for language testers, but also, when it becomes very large scale, it poses issues for language policy. This article looks at these issues, focusing on the offshore and outsourcing (O&O) industry as it is transitioning from native-speaking (NS) countries into nonnative-speaking (NNS) destinations such as India and the Philippines. This is obviously most impacted in call centers, where the ability of customer service representatives (CSRs) to communicate with ease with their native-English speaking customers is central to business success and can be key to a nation's economy. Having reviewed the (limited) research in this area, we take the Philippines as our example to explore how government, academe, and the business sector are dealing with the language proficiency and personnel-training issues caused by the exponential growth in this industry. Appropriate language assessments that are practical, while also being valid and reliable, are critical if the Philippines is to retain its position in this emerging market. Currently, call centers in Philippines complain of very poor recruitment rates due to poor language ability, and of poor quality communication outcomes measures: But how do they assess these key areas? We describe and evaluate the current situation in call center language assessment in the Philippines and discuss possible ways forward, for the Philippines and for the O&O industry more broadly.

scholarly journals Scenario Analysis within a Call Center Using Simulation

2009 ◽  
Vol 2 (1) ◽  
pp. 89 ◽  
Author(s):  
Marco Aurélio Carino Bouzada
Keyword(s):  
Simulation Model ◽  
Scenario Analysis ◽  
Performance Indicators ◽  
Call Center ◽  
Call Centers ◽  
Service Level ◽  
Sensitivity Analyses ◽  
Base Case ◽  
Contact Center ◽  
Demand Pattern

This paper works on and presents the results of several analyses - scenario and sensitivity - made with the help of Simulation and focused on dimensioning questions of handling capacity in a large Brazilian call center. The objective is to measure the sensitivity of the call center's performance to potential modifications of critical variables. The bibliography related to the application of such tool in call centers is reviewed, and the way by which the problem is treated nowadays is described in detail. The methodology used to achieve this article objective involved a simulation model in the Arena Contact Center software, which worked as base case upon where the scenario and sensitivity analyses could be performed. This paper comes to the conclusion that Simulation is a tool perfectly adequate to its purpose as long as it could be able to show, for the studied call center, mainly that: (i) it is possible to reduce the operator contingent; (ii) fair variations on the demand pattern can impact too much the performance indicators; and (iii) it is possible to improve the service level if an aggregated handling format is adopted.

scholarly journals ENGLISH LANGUAGE COMPETENCY AND OUTSOURCED CALL CENTERS IN BANGLADESH

2015 ◽  
Vol 15 (2) ◽  
pp. 123
Author(s):  
Mizanur Rahman ◽  
Saadiyah Darus ◽  
Nazia Hussain
Keyword(s):  
Customer Service ◽  
Call Center ◽  
Growth And Development ◽  
English Language ◽  
Call Centers ◽  
Future Research ◽  
Call Centre ◽  
Product Knowledge ◽  
Language Competency ◽  
Customer Service Representatives

AbstractThis paper attempts to investigate whether or not the English competency of Customer Service Representatives (CSRs) is hindering the growth and development of outsourced call centers in Bangladesh. It also looks into the problems being faced by call centers in hiring English competent CSRs.  A limited appraisal of the English communication training of the CSRs offered by Call Centre Training Institutes is also within the purview of the paper. With this purpose 33 supervisors of different call centers, who are in charge of monitoring the CSRs, have been interviewed with a questionnaire comprised of both close and open ended questions.  The result shows there is scarcity of skilled English communicators which is one of the major barriers in the growth and development of the call centers. However, factors like product knowledge, intercultural communication skills, service personality are also crucial as they are integral for successful transaction and addressing them will pave the way for the progress of the industry. The result also implicitly indicates that mainstream education system in Bangladesh is still unable to produce competent English communicators.   The findings of the study reveal that the current shortage of skilled manpower can further become more acute when call center industry grows in line with the expectation of the government. It is also revealed that the call center training institutes are incapable of delivering the kind of training required for the aspirant CSRs. This study pinpoints the necessity of future research in several directions to ensure a balance between the demand and supply of native like fluent English communicators for call center Industry in Bangladesh. Keywords: English language competency, outsourced call centers, CRRs Abstrak Tulisan ini mencoba untuk menyelidiki apakah kompetensi bahasa Inggris Perwakilan Layanan Pelanggan (Customer Service Representatives/CSR) menghambat pertumbuhan dan perkembangan pusat-pusat panggilan pengalihluaran di Bangladesh. Tulisan ini juga menyelidiki masalah yang dihadapi oleh pusat panggilan dalam mempekerjakan CSR yang berkompeten dalam bahasa Inggris. Sebuah penilaian terbatas dari pelatihan komunikasi bahasa Inggris bagi CSR yang ditawarkan oleh Lembaga Pelatihan Pusat Panggilan akan menjadi pembahasan dalam artikel ini. Untuk mencapai tujuan ini, 33 pengawas dari pusat-pusat panggilan yang berbeda, yang bertugas memantau CSR, telah diwawancarai dengan kuesioner terdiri dari pertanyaan tertutup dan terbuka. Hasilnya menunjukkan ada kelangkaan staf yang terampil dalam bahasa Inggris yang menjadi salah satu hambatan utama dalam pertumbuhan dan perkembangan pusat panggilan. Namun, faktor-faktor seperti pengetahuan produk, kemampuan komunikasi antarbudaya, kepribadian layanan juga berperan penting karena semuanya merupakan bagian integral transaksi yang berhasil dan upaya peningkatan semua faktor tersebut akan membuka jalan bagi kemajuan industri. Hasilnya juga secara implisit menunjukkan bahwa sistem pendidikan utama di Bangladesh masih mampu menghasilkan individu yang berkompeten dalam bahasa Inggris. Temuan penelitian ini juga mengungkapkan bahwa kekurangan tenaga kerja yang terampil dapat menjadi lebih parah ketika industri pusat panggilan tumbuh sejalan dengan harapan pemerintah. Terungkap juga bahwa lembaga pelatihan pusat panggilan tidak mampu menyediakan jenis pelatihan yang dibutuhkan oleh para calon CSR. Penelitian ini menunjukkan perlunya penelitian masa depan di beberapa aspek untuk memastikan keseimbangan antara permintaan dan pasokan individu yang fasih berbahasa Inggris seperti penutur jati untuk Industri pusat panggilan di Bangladesh. Kata kunci: Kompetensi bahasa Inggris, pusat panggilan pengalihluaran, CSR

scholarly journals Access to information: assessment of the use of automated interaction technologies in call centers

2011 ◽  
Vol 51 (1) ◽  
pp. 27-42
Author(s):  
Nelson Lerner Barth ◽  
Fernando de Souza Meirelles
Keyword(s):  
User Satisfaction ◽  
Call Center ◽  
Call Centers ◽  
Assessment Model ◽  
Access To Information ◽  
Balance Scorecard ◽  
Internet Service ◽  
Service Companies ◽  
Service Characteristics ◽  
Machine Interaction

With the purpose of at lowering costs and reendering the demanded information available to users with no access to the internet, service companies have adopted automated interaction technologies in their call centers, which may or may not meet the expectations of users. Based on different areas of knowledge (man-machine interaction, consumer behavior and use of IT) 13 propositions are raised and a research is carried out in three parts: focus group, field study with users and interviews with experts. Eleven automated service characteristics which support the explanation for user satisfaction are listed, a preferences model is proposed and evidence in favor or against each of the 13 propositions is brought in. With balance scorecard concepts, a managerial assessment model is proposed for the use of automated call center technology. In future works, the propositions may become verifiable hypotheses through conclusive empirical research.

scholarly journals Performance Indicators Analysis inside a Call Center Using a Simulation Program

2016 ◽  
Vol 4 (2) ◽  
Author(s):  
Ditila Ekmekçiu ◽  
Markela Muca ◽  
Adrian Naco
Keyword(s):  
Simulation Model ◽  
Performance Indicators ◽  
Call Center ◽  
Call Centers ◽  
Key Performance Indicators ◽  
Service Level ◽  
Simulation Program ◽  
Contact Center

This paper deals with and shows the results of different performance indicators analyses made utilizing the help of Simulation and concentrated on dimensioning problems of handling calls capacity in a call center. The goal is to measure the reactivity of the call center’s performance to potential changes of critical variables. The literature related to the employment of this kind of instrument in call centers is reviewed, and the method that this problem is treated momentarily is precisely described. The technique used to obtain this paper’s goal implicated a simulation model using Arena Contact Center software that worked as a key case at the time where the events analyses could be executed. This article comes to the conclusion that Simulation is a completely suitable instrument to accomplish its purpose since it could be adequate to demonstrate, for the call center taken into consideration principally that: (a) it is feasible to reduce the agent contingent; (b) reasonable variations on the demand design can impact very much the key performance indicators of the Call Centers’ project; and (c) it is feasible to increase the service level if a combined handling format is followed.

Customer service call centers: managing rapid personnel changes

2001 ◽  
Vol 20 (2) ◽  
pp. 123-129
Author(s):  
William L. Smith
Keyword(s):  
Customer Service ◽  
Call Center ◽  
Management Practices ◽  
Call Centers ◽  
Academic Research ◽  
Training And Development ◽  
Growth Area ◽  
Human Resource Management Practices ◽  
Academic Implications ◽  
Service Call

This paper examines academic and practitioner literature relative to service quality and the changing personnel requirements for customer service call centers (CSCC). From this review, propositions are developed which (1) may be useful to call center managers in meeting this critical need, and, (2) may be used to direct future academic research in this growth area. This review is organized around eight key human resource management practices consisting of: 1. Recruiting, 2. Selection, 3. Retention, 4. Teamwork, 5. Training and Development, 6. Appraisal, 7. Rewarding Quality, and 8. Employee Involvement. Propositions based on the literature review are developed for each key practice. Conclusions are drawn and implications for managerial and academic implications are discussed.

Mitigating Burnout Through Organizational Justice: Customer Support Workers’ Experiences of Customer Injustice and Emotional Labor

2021 ◽  
pp. 089331892110120
Author(s):  
Heewon Kim ◽  
Rebecca B. Leach
Keyword(s):  
Procedural Justice ◽  
Customer Service ◽  
Emotional Labor ◽  
Call Center ◽  
Service Industries ◽  
Interpersonal Justice ◽  
Negatively Associated ◽  
Customer Support ◽  
Decision Making Processes

Employee burnout is a critical organizational concern that can be prevalent among customer support workers whose day-to-day tasks inherently include emotional labor. This study examines emotional labor and burnout among call center workers in customer service industries, specifically focusing on the influences of injustices from customers and supervisors. The findings demonstrate that: (a) customer injustice was associated with an increase in emotional labor, which in turn exacerbated customer support workers’ disengagement and exhaustion; (b) interpersonal justice perceived in the interactions with supervisors was negatively associated with disengagement; and (c) procedural justice perceived in supervisors’ decision-making processes was also negatively associated with disengagement. The findings indicate the mitigating role of interpersonal and procedural justice in reducing burnout among customer support workers.

Personalized Priority Policies in Call Centers Using Past Customer Interaction Information

2021 ◽  
Author(s):  
Brett Alan Hathaway ◽  
Seyed Morteza Emadi ◽  
Vinayak Deshpande
Keyword(s):  
Customer Service ◽  
Operations Management ◽  
Bayesian Learning ◽  
Structural Model ◽  
Call Centers ◽  
Waiting Times ◽  
Operational Performance ◽  
System Throughput ◽  
History Data ◽  
Individual Level

To increase revenue or improve customer service, companies are increasingly personalizing their product or service offerings based on their customers' history of interactions. In this paper, we show how call centers can improve customer service by implementing personalized priority policies. Under personalized priority policies, managers use customer contact history to predict individual-level caller abandonment and redialing behavior and prioritize them based on these predictions to improve operational performance. We provide a framework for how companies can use individual-level customer history data to capture the idiosyncratic preferences and beliefs that impact caller abandonment and redialing behavior and quantify the improvements to operational performance of these policies by applying our framework using caller history data from a real-world call center. We achieve this by formulating a structural model that uses a Bayesian learning framework to capture how callers’ past waiting times and abandonment/redialing decisions affect their current abandonment and redialing behavior and use our data to impute the callers’ underlying primitives such as their rewards for service, waiting costs, and redialing costs. These primitives allow us to simulate caller behavior under a variety of personalized priority policies and hence, collect relevant operational performance measures. We find that, relative to the first-come, first-served policy, our proposed personalized priority policies have the potential to decrease average waiting times by up to 29% or increase system throughput by reducing the percentage of service requests lost to abandonment by up to 6.3%. This paper was accepted by Vishaul Gaur, operations management.

scholarly journals Relação entre condições de trabalho e sintomas vocais em operadores de um call center modelo

2017 ◽  
Vol 22 (0) ◽  
Author(s):  
Bárbara Bento Girardi ◽  
Daniel Lucas Picanço Marchand ◽  
Taís de Campos Moreira ◽  
Renata Loss Drummond ◽  
Mauriceia Cassol
Keyword(s):  
Call Center ◽  
Call Centers ◽  
Voice Symptoms

RESUMO Introdução Os operadores de call centers são profissionais da voz com alta demanda vocal e, consequentemente, sujeitos a distúrbios e sintomas vocais. Objetivo: Caracterizar aspectos vocais e laríngeos em operadores de um call center que segue as normas regulamentadoras de ergonomia, mensurando autopercepção vocal, avaliação otorrinolaringológica e análise perceptivo-auditiva vocal. Métodos Participaram do estudo 30 operadores de call center, entre 18 e 41 anos de idade. Todos os sujeitos foram avaliados por meio da Escala de Sintomas Vocais - versão brasileira da Voice Symptoms Scale (VoiSS), avaliação otorrinolaringológica por meio de videonasofibrolaringoscopia e avaliação perceptivo-auditiva da voz com a escala GRBASI, que avalia grau de alteração vocal (G), rugosidade da voz (R), soprosidade (B), astenia (A), tensão (S) e instabilidade (I). Resultados Na Escala de Sintomas Vocais, houve correlação entre o domínio geral e os demais subdomínios e entre os subdomínios limitação e físico. Na avaliação otorrinolaringológica, 12 operadores apresentaram alguma alteração, como acúmulo de secreção à fonação e fendas. A análise perceptivo-auditiva da voz encontrou indivíduos com vozes normais e com grau de alteração discreto a moderado, além de correlação entre o item instabilidade da escala GRBASI com o grau geral, rugosidade, soprosidade e astenia. Conclusão Ambientes de trabalho adequados e que primam por cuidados com a voz podem melhorar a qualidade laboral dos profissionais de call center, amenizando os riscos de desenvolvimento de distúrbios vocais. Contudo, fatores físicos, sociais, ambientais, organizacionais e psicológicos podem ocasionar sintomas vocais nesses profissionais da voz.

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