scholarly journals Critical ingredients for call centre agents’ effectiveness

2013 ◽  
Vol 10 (4) ◽  
pp. 479-491 ◽  
Author(s):  
Devina Oodith ◽  
Sanjana Brijball Parumasur
Keyword(s):  
Sampling Technique ◽  
Skills Training ◽  
Training And Development ◽  
Cluster Sampling ◽  
Call Centre ◽  
Validity And Reliability ◽  
Call Centres ◽  
Interpersonal Skills Training ◽  
Public Sector Service ◽  
Sector Service

This study assessed the critical ingredients for call centre agents’ effectiveness (skills/knowledge/ability/attitude, interpersonal skills, training and development, remuneration/motivation, teamwork) in managing customers and their needs. The study was undertaken in Durban, South Africa, and was conducted within a Public Sector service environment which comprised of four major call centres employing a total of 239 call centre agents. A sample of 151 call centre agents was drawn using the cluster sampling technique and a 63% response rate was achieved. These call centre agents were responsible for inbound calls only. Data was collected using a self developed, precoded questionnaire whose validity and reliability were statistically determined using Factor Analysis and Cronbach’s Coefficient Alpha respectively. Data was analysed using descriptive and inferential statistics. The results indicate that remuneration/motivation, followed by teamwork, negligibly followed by training and development, interpersonal and other skills/knowledge/ability/attitudes are crucial ingredients for effectively managing customers and their needs. Based on the results of the study a model is designed and presents recommendations that, when implemented in call centre environments, have the potential to enhance agents’ effectiveness in managing customers and their needs.

scholarly journals Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre

2019 ◽  
Vol 11 (2(J)) ◽  
pp. 79-91
Author(s):  
Devina Oodith
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Simple Random Sampling ◽  
Customer Experience ◽  
Ease Of Use ◽  
Call Centre ◽  
Call Centres ◽  
Self Help ◽  
Public Sector Service ◽  
Sector Service

Customer call centres have become a critical form of service delivery for many organisations hence technological innovations serve as a critical point of contact between the organisation and its customers and can assist in raising the stakes in businesses in terms of customer service delivery (Burgess & Connell, 2004). According to the 2017 Global Customer Experience Benchmarking Report technology has been the number one enabler to positively enhance customer service experience in the last 5 years (Business Tech, 2017). Customers have become so empowered that they expect to have flexibility to contact a business however they choose; either via a telephone, email or Facebook. The key to ensuring satisfaction though is system’s efficiency and ease of use. This study was undertaken in EThekwini (Durban), South Africa and was directed within a Public Sector service environment comprising of four major call centres employing a total of 240 call centre agents. Using simple random sampling, 220 customers were drawn from all consumers subscribing to e-billing in EThekwini (Durban). Data for the customer sample was collected using a precoded, self-developed questionnaire whose psychometric properties were statistically determined. Data was analyzed using descriptive and inferential statistics. The results specify that in terms of customers’ perceptions of the influence of technology, on call centre effectiveness the majority of the customers found it challenging to use the technology and to understand the self-help options that were provided to them by the call centre. There were problems encountered with logging in customer queries and complaints and most customers were dissatisfied with their overall customer experience. Based on the results of the study recommendations have been made to manage the interactions between the customers and call centre’s more proficiently and powerfully.

scholarly journals The Impact of Sick Building Syndrome on Call Centre Agents’ Effectiveness

2012 ◽  
Vol 4 (9) ◽  
pp. 532-547 ◽  
Author(s):  
Devina Oodith
Keyword(s):  
Graphical Representation ◽  
Sick Building Syndrome ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Call Centre ◽  
Validity And Reliability ◽  
Sick Building ◽  
And Performance ◽  
The Impact ◽  
Public Sector Service

This study assessed the impact of Sick Building Syndrome (layout, ergonomic design of workstation, lighting/ventilation, health and performance, noise and aesthetics) on the effectiveness of Call Centre agents in managing customers and their needs. The study was undertaken in Durban, South Africa, and was conducted within a Public Sector service environment, which comprised of four major call centers employing 240 call centre agents. A sample of 151 call centre agents was drawn across using a simple random sampling technique and a 63% response rate was achieved. These call centre agents were responsible for inbound calls only. Data was collected using a self-developed, precoded questionnaire whose validity and reliability were statistically determined using Factor Analysis and Cronbach’s Coefficient Alpha respectively. Data was analyzed using descriptive and inferential statistics. The results indicate that the dimensions of Sick building Syndrome have the potential to impact on agents’ performance. Based on the results of the study a graphical representation has been designed and presents recommendations that, when implemented in call centre environments, have the potential to enhance agents’ effectiveness in managing customers and their needs.

scholarly journals THE MODERATING ROLE OF MODERN TRAINING AND DEVELOPMENT METHODS IN PRIVATE BANKS AND WORK PERFORMANCE: EVIDENCE FROM CONTRACTUAL EMPLOYEES WORKING IN PAKISTAN BANKING SECTOR

2018 ◽  
Vol 6 (3) ◽  
Author(s):  
Adnan FARIDI ◽  
Akhtar BALOCH
Keyword(s):  
Employee Engagement ◽  
Work Performance ◽  
Banking Sector ◽  
Sampling Technique ◽  
Training And Development ◽  
Cluster Sampling ◽  
Private Banks ◽  
Modern Methods ◽  
Development Methods ◽  
Moderating Role

The article attempts to investigate the moderating role and effect of the modern methods of training and development programs in private banks on the individual work performances of the employees. Through area cluster sampling technique survey questionnaire, the data was gathered from 280 employees working at the operational level in 8 major cities of Pakistan. The results confirmed that the private banks have significant contribution in improving the overall performances of the banking sector whereas modern methods of training and development has statistically significant effect on enhancing the working performance of contractual employees. The frequently evident practices; professionalism and employee engagement developed through training are considered and both have significant relationship with the enhanced work performance of employees. Hence, modern training and development methods are pivotal moderator in improving the working efficiency of the private banks and enhancing the knowledge, skills and abilities of the contractual workforce.

scholarly journals THE MODERATING ROLE OF MODERN TRAINING AND DEVELOPMENT METHODS IN PRIVATE BANKS AND WORK PERFORMANCE: EVIDENCE FROM CONTRACTUAL EMPLOYEES WORKING IN PAKISTAN BANKING SECTOR

2018 ◽  
Vol 6 (3) ◽  
pp. 204-215
Author(s):  
Adnan FARIDI ◽  
Akhtar BALOCH
Keyword(s):  
Employee Engagement ◽  
Work Performance ◽  
Banking Sector ◽  
Sampling Technique ◽  
Training And Development ◽  
Cluster Sampling ◽  
Private Banks ◽  
Modern Methods ◽  
Development Methods ◽  
Moderating Role

The article attempts to investigate the moderating role and effect of the modern methods of training and development programs in private banks on the individual work performances of the employees. Through area cluster sampling technique survey questionnaire, the data was gathered from 280 employees working at the operational level in 8 major cities of Pakistan. The results confirmed that the private banks have significant contribution in improving the overall performances of the banking sector whereas modern methods of training and development has statistically significant effect on enhancing the working performance of contractual employees. The frequently evident practices; professionalism and employee engagement developed through training are considered and both have significant relationship with the enhanced work performance of employees. Hence, modern training and development methods are pivotal moderator in improving the working efficiency of the private banks and enhancing the knowledge, skills and abilities of the contractual workforce.

scholarly journals The Moderating Effect of Work-Life Balance on Job Satisfaction

2018 ◽  
Vol 10 (2(J)) ◽  
pp. 63-73
Author(s):  
Simone Gounder ◽  
Patsy Govender
Keyword(s):  
Job Satisfaction ◽  
Work Performance ◽  
Goal Attainment ◽  
Sampling Technique ◽  
Work Life ◽  
Moderating Effect ◽  
Work Life Balance ◽  
Call Centre ◽  
Validity And Reliability ◽  
Life Balance

In emerging cultures, job satisfaction and work-life balance are ongoing factors in gaining the ultimate competitive advantage for organizations. Work-life balance is a core ingredient for job satisfaction and for quality work performance, and employees need to have a sense of commitment to their jobs. The study attempts to determinethe extent to which work-life balance has a moderating effect onjob satisfaction in a call centre organization. The approach for the study was quantitative, and a self-developed questionnaire was the research instrument. The sample was107 employees and, both descriptive and inferential statistics were utilized.  A probability random sampling technique was chosen.  As evidenced in the study, room for improvement was required with both job satisfaction and work-life balance and; the validity and reliability for the study were high. The hypothesis for the study was partially accepted. In addition to a significant relationshipthat exists between the main constructs, work-life balance does have a moderating effect onjob satisfaction. The results and recommendations provide anecdotal evidence to call centre managers and policy makers to reach new levels of operations in order to meet their strategic intent and goal attainment. 

scholarly journals The Moderating Effect of Work-Life Balance on Job Satisfaction

2018 ◽  
Vol 10 (2) ◽  
pp. 63
Author(s):  
Simone Gounder ◽  
Patsy Govender
Keyword(s):  
Job Satisfaction ◽  
Work Performance ◽  
Goal Attainment ◽  
Sampling Technique ◽  
Work Life ◽  
Moderating Effect ◽  
Work Life Balance ◽  
Call Centre ◽  
Validity And Reliability ◽  
Life Balance

In emerging cultures, job satisfaction and work-life balance are ongoing factors in gaining the ultimate competitive advantage for organizations. Work-life balance is a core ingredient for job satisfaction and for quality work performance, and employees need to have a sense of commitment to their jobs. The study attempts to determinethe extent to which work-life balance has a moderating effect onjob satisfaction in a call centre organization. The approach for the study was quantitative, and a self-developed questionnaire was the research instrument. The sample was107 employees and, both descriptive and inferential statistics were utilized.  A probability random sampling technique was chosen.  As evidenced in the study, room for improvement was required with both job satisfaction and work-life balance and; the validity and reliability for the study were high. The hypothesis for the study was partially accepted. In addition to a significant relationshipthat exists between the main constructs, work-life balance does have a moderating effect onjob satisfaction. The results and recommendations provide anecdotal evidence to call centre managers and policy makers to reach new levels of operations in order to meet their strategic intent and goal attainment. 

scholarly journals Customer Perceptions of Skills of Agents in Effectively Managing Their Needs within a Call Center

2017 ◽  
Vol 9 (2) ◽  
pp. 58
Author(s):  
Devina Oodith
Keyword(s):  
Random Sampling ◽  
Call Center ◽  
Interpersonal Skills ◽  
Simple Random Sampling ◽  
Training And Development ◽  
Service Environment ◽  
Customer Perceptions ◽  
The Past ◽  
Public Sector Service ◽  
Sector Service

The world’s dynamics and demands of employment and production have evolved over the past decade. Human resources has today become the single largest unrestrained resource and many firms are striving to enhance competence and interaction between its customers and itself via the customer call center through enhanced skills, knowledge, ability and attitude by fostering better interpersonal skills and through the promotion of training and development of their call center agents. This study was undertaken in EThekwini (Durban), South Africa and was conducted within a Public Sector service environment comprising of four major call centers employing a total of 240 call center agents. Using simple random sampling, 220 customers were drawn from all consumers subscribing to e-billing in EThekwini (Durban). Data for the customer sample was collected using a precoded, self-developed questionnaire whose psychometric properties were statistically determined. Data was analyzed using descriptive and inferential statistics. The results specify that agents were unsuccessful in handling customers’ needs timeously and efficiently and that most customers felt burdened by being transferred to other agents due to the incompetence of original agents in handling their queries/complaints. Furthermore it was found that there was an overall lack of empathy from agents in following-up after a customer communication to ensure that the customer was satisfied with their experience within the call center. Based on the results of the study recommendations have been made to manage the interaction between the customers and call center agents more competently and efficiently.

scholarly journals Assessing the effectiveness of financial compensation, promotional opportunities and workplace spirituality as employee motivational factors

2015 ◽  
Vol 13 (1) ◽  
pp. 1396-1409 ◽  
Author(s):  
Claudette Ramnarain ◽  
Sanjana Brijball Parumasur
Keyword(s):  
South Africa ◽  
Sampling Technique ◽  
Workplace Spirituality ◽  
Employee Motivation ◽  
Cluster Sampling ◽  
Validity And Reliability ◽  
Cross Sectional ◽  
Financial Compensation ◽  
Motivating Factor ◽  
Large Municipality

This study aims to determine whether employees are motivated to a greater extent by monetary (financial compensation) or non-monetary (promotion opportunities, workplace spirituality) incentives and, to assess whether biographical influences exist in this regard. The study was undertaken in a large municipality department in eThekweni (Durban), South Africa. A sample of 108 participants was drawn using the cluster sampling technique. In this quantitative, cross-sectional, hypothesis-testing methodology, data was collected using a questionnaire whose psychometric properties of validity and reliability were statistically assessed using Factor Analysis and Cronbach’s Coefficient Alpha. Data was analysed using descriptive and inferential statistics. The results indicate that financial compensation is the main motivating factor for employees in the organisation, followed by workplace spirituality and lastly, promotional opportunities. It is evident that the elements of workplace spirituality have not yet been embraced by this public sector institution and, unhappiness exists with regards to perceptions of unfair and inconsistent implementation of promotional opportunities which are not linked to performance. Biographical influences of gender on financial compensation and, tenure and marital status on promotional opportunities respectively were noted. Recommendations are presented, which when carefully implemented, has the potential to bring about enhanced employee motivation in the organisation.

scholarly journals THE EFFECT OF PANEL DISCUSSION ON THE STUDENTS’ READING COMPREHENSION

2018 ◽  
Vol 6 (4) ◽  
Author(s):  
Syukri Iskandar ◽  
Sumarsih Sumarsih
Keyword(s):  
Reading Comprehension ◽  
High School Students ◽  
Panel Discussion ◽  
Sampling Technique ◽  
Control Group ◽  
Cluster Sampling ◽  
Validity And Reliability ◽  
School Students ◽  
Test Items ◽  
National Examination

This study deals with the second year senior high school students’ in reading comprehension. The objective of the study was the investigation of the effect of Panel Discussion on the students’ in reading comprehension. The study was designed in experimental research. The population of this study was the 2015/2016 grade X students of SMA Swasta Dharmawangsa Medan. The total number of population of the study was 415 students which consist of 12 classes. The sample of the research was 60 students. The technique used for obtaining the sample was the cluster sampling technique. The sample classes were divided into two groups, namely the experimental group that was taught by applying Panel Discussion Technique, and the control group that was taught by applying classical Technique. The instrument for collecting data used objective test. The data were taken by administering the pre-test and post-test to both of experimental and control groups. The test was taken and selected from the National Examination test items that were related to the kind of narrative text. So, the validity and reliability of the test items were considered valid and reliable. The data were statistically analyzed by using t-test formula at the level of significance α (0.05) = 1.669 with the degree of freedom (df) = 65. It was found that the t-observed was higher than t-table (t-observed = 4.93 > t-table = 1.669; α = 0.05). It means that Panel Discussion Technique significantly affect the students’ achievement in reading comprehension.  Keywords: Reading Comprehension, Cluster Sampling, Panel      Discussion. 

scholarly journals Organizational citizenship behaviour: Do generational and biographical differences exist?

2016 ◽  
Vol 14 (1) ◽  
pp. 620-629
Author(s):  
Sanjana Brijball Parumasur ◽  
Patsy Govender
Keyword(s):  
Organizational Citizenship ◽  
Sampling Technique ◽  
Civic Virtue ◽  
Cross Sectional Study ◽  
Cluster Sampling ◽  
Validity And Reliability ◽  
Cross Sectional ◽  
Staff Members ◽  
Response Rate Data ◽  
Prosocial Behaviours

This quantitative, cross-sectional study aims to assess whether generational and biographical differences result in varying employee views on organizational citizenship behaviour (OCB) and its sub-dimensions (altruism, conscientiousness, sportsmanship, courtesy, civic virtue) respectively. The population comprised of 76 staff members in a meat supply outlet that focuses on quality and professionalism from which a sample of 60 was drawn using a cluster sampling technique, thereby securing a 79% response rate. Data was collected using an established questionnaire (Organ, 1988), whose psychometric properties (validity and reliability) were statistically determined using Factor Analysis and Cronbach’s Coefficient Alpha respectively. The results of the study reflect that although significant differences were not noted across the generations regarding OCB and its sub-dimensions, differences were observed that provide instructional insights. Significant biographical differences were only noted in terms of education and civic virtue. Based on the results of the study, recommendations are made that contribute to adopting universal strategies to enhance prosocial behaviours and values amongst all employees thereby enhancing the potential for organizational citizenship behaviours.

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