Alternative Call Center Operational Indicators to Customer Satisfaction

The Relationship ◽

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.

Call Center Operational Performance Indicators and Customer Satisfaction

International Journal of Information Systems in the Service Sector ◽

10.4018/jisss.2011040102 ◽

2011 ◽

Vol 3 (2) ◽

pp. 13-31 ◽

Cited By ~ 2

Author(s):

Alexandre Ferreira Oliveira ◽

Luiz A. Joia

Keyword(s):

Customer Satisfaction ◽

Performance Indicators ◽

Call Center ◽

Call Centers ◽

Methodological Approach ◽

Operational Performance ◽

First Contact ◽

The Relationship ◽

This article purports to investigate the relationship – in an empirical way – between the various operational indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with customer satisfaction. A methodological approach based on surveys as well as stepwise multiple linear regressions is developed and applied in order to achieve the objective of this paper. The “First-Contact Resolution Rate” and the “Average Handle Time After the Call” indicators present a statistically significant relationship with customer satisfaction. Some alternative call center operational performance indicators are proposed, in an exploratory way, so as to convey an enhanced relationship between call center performance and customer satisfaction.

Call Center Operational Performance Indicators and Customer Satisfaction

Implementation and Integration of Information Systems in the Service Sector ◽

10.4018/978-1-4666-2649-2.ch017 ◽

2013 ◽

pp. 277-296

Author(s):

Alexandre Ferreira Oliveira ◽

Luiz A. Joia

Keyword(s):

Customer Satisfaction ◽

Performance Indicators ◽

Call Center ◽

Call Centers ◽

Methodological Approach ◽

Operational Performance ◽

First Contact ◽

The Relationship ◽

Service quality and users’ satisfaction assessment in the health context in Mexico

Cuadernos de Administración ◽

10.25100/cdea.v33i57.4510 ◽

2017 ◽

Vol 33 (57) ◽

Author(s):

Idolina Bernal González ◽

Norma Angélica Pedraza Melo ◽

Jesús Lavín Verástegui ◽

Gabriela Monforte García

Keyword(s):

Service Quality ◽

Continuous Improvement ◽

Significant Relationship ◽

Public Hospitals ◽

Descriptive Statistics ◽

Patient’S Satisfaction ◽

Areas Of Interest ◽

The Relationship ◽

Service Quality and the users’ satisfaction are seen as substantial challenges for the health system in Mexico. The new reforms in the area of health have turned these issues into areas of interest for the population and the institutions within the sector. The principal aim of this research is to analyze the service’s quality, users’ satisfaction, and the relationship between these two variables of study. The analysis is performed under a quantitative approach through the application of 876 questionnaires in eight public hospitals in the state of Tamaulipas, Mexico. Multiple linear regressions are used for data processing and descriptive statistics for the valuation each one of the variables. The results have shown a positive and significant relationship between the service’s quality and the satisfaction of the users, taking this as an important part for the continuous improvement of health services and the creation of recommendations that promote or improve the patient’s satisfaction.

The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty

Journal of Public Administration and Governance ◽

10.5296/jpag.v4i3.6678 ◽

2014 ◽

Vol 4 (3) ◽

pp. 368 ◽

Cited By ~ 10

Author(s):

Roshana Gul

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Significant Relationship ◽

Positive Sign ◽

Medical College ◽

Independent Variable ◽

Relationship Of ◽

The Relationship ◽

Self Administered Questionnaire

Though a lot of studies have been done to conclude customer loyalty as dependent variable but still there is a vast margin of researches to be conducted in future in different spheres of this construct. On the other hand the truth of the importance of customer loyalty as an enduring asset cannot be falsified. It is fundamental for organizations to build up long term and mutual beneficial associations with the customers. The purpose of this research paper is to show the inter relationship of reputation, customer satisfaction and trust on customer loyalty. According to the observations reputation is the major independent variable that has significant relationship with customer satisfaction, customer loyalty, and trust. Data for this research study was taken from the Islamia University, Quaid-e-Azam Medical College, and different banks located at various geographic locations of Bahawalpur region of Pakistan. Data was collected through self administered questionnaire and analyzed by using regression through SPSS. The results have been drawn from 150 users of NISHAT LINEN and it was found that there is positive and significant relationship among reputation, customer satisfaction, trust and customer loyalty. Hence the studies give the positive sign that with the increment of reputation, customer satisfaction and trust the customer loyalty enhances.

Barriers and Facilitators of Access to Psychological Services for Indigenous Populations: A Scoping Review and Thematic Analysis

Frontiers in Psychiatry ◽

10.3389/fpsyt.2021.747054 ◽

2021 ◽

Vol 12 ◽

Author(s):

Anna Plessas ◽

Moana W. Billot ◽

Armon Tamatea ◽

Oleg N. Medvedev ◽

Jessica McCormack ◽

...

Keyword(s):

Thematic Analysis ◽

Scoping Review ◽

Methodological Approach ◽

Final Analysis ◽

Psychological Services ◽

Barriers And Facilitators ◽

Three Dimensions ◽

Indigenous Populations ◽

The Relationship

Background: The extent to which behavior-analytic interventions are offered to Indigenous populations across CANZUS in accessible and culturally appropriate ways is unknown. We conducted a scoping review with a thematic analysis of the extant literature to find: (1) what are the barriers and facilitators for providing effective and equitable delivery of psychological services (with a behavioral component) to Indigenous populations; and (2) what tools and practices exist for an effective and equitable service delivery.Methods: We systematically reviewed Medline, CINAHL, PubMed, PsycInfo, Web of science, Ovid and INNZ databases between 1990 and 2020. For the scoping review, we adhered to the JBI methodological approach (2015) and the PRISMA strategy for the identification, selection, and appraisal of the reviewed articles. A total of 1265 unique articles met the criteria for the screening by title; 238 by abstract; 57 were included for full text assessment; and 37 were included in the final analysis.Results: Three themes were revealed to account for the barriers and facilitators of culturally friendly practices: (1) connecting practices are about interactions shaping the relationship between service provider and service client; (2) innovative practices test new approaches and innovations that could facilitate access to psychological services and overcome barriers, and (3) reflective practices are about critically examining the processes and actions undertaken toward effective cultural adaptation of services.Conclusions: Our analysis suggests that the level of success in bringing together services and the recipients of treatment (connection), showing flexibility and persistence in finding solutions (innovation) and examining the role of our behaviors in reaching our goals (reflection) is determined by the providers' action in the aforementioned three dimensions of practice.

Analisis Pengaruh Disiplin Kerja Dan Motivasi Kerja Karayawan CV. Adeeva Kontruksi Jambi

Eksis: Jurnal Ilmiah Ekonomi dan Bisnis ◽

10.33087/eksis.v11i2.208 ◽

2020 ◽

Vol 11 (2) ◽

pp. 147

Author(s):

Indria Mayesti ◽

Abd Halim ◽

Rika Neldawaty ◽

Des Arianti Syarah

Keyword(s):

Major Part ◽

Work Motivation ◽

Employee Performance ◽

Research Results ◽

The Future ◽

The Relationship ◽

The purpose of this research is to explain the analysis of the influence of work discipline and work motivation of Jambi employees (CV. Adeeva Construction Study) simultaneously and partially this type of research used in this research is associative research which aims to determine the relationship between two or more variables. The variables referred to in this study are variable X1 (Work Motivation), variable X2 (Work Discipline) and Y (Performance). The results of the study based on the results of multiple linear regressions proved that the variables of Performance, Discipline, and Motivation had a significant effect on Employee Performance (CV. Adeeva Construction Study). Based on the research results that are expected to be input, PT Adeeva should make performance performance a major part of the company so that the company's activities can run even better. And the need for motivation to all employees to work better in the future by giving rewards to employees who excel in order to motivate all employees to work better.

The Research on the Relationship between Absorptive Capacity and Knowledge Integration: The Moderating Effect of Organizational Climate

Applied Mechanics and Materials ◽

10.4028/www.scientific.net/amm.687-691.4785 ◽

2014 ◽

Vol 687-691 ◽

pp. 4785-4789

Author(s):

Guo Zheng Zhang ◽

Song Zheng Zhao ◽

Juan Ru Wang

Keyword(s):

Empirical Study ◽

Organizational Climate ◽

Survey Data ◽

Absorptive Capacity ◽

Knowledge Integration ◽

Positive Impact ◽

Moderating Effect ◽

The Relationship ◽

This paper analyzes the moderating effect of organizational climate on the relationship between absorptive capacity and knowledge integration. 183 survey data from 5 regions including Beijing is collected for empirical study using multiple linear regressions. The results show that absorptive capacity has a significantly positive impact on knowledge integration;organizational climate positively moderates the relationship between absorptive capacity and knowledge integration.

IMPACT OF SERVICE QUALITY ON RESIDENTIAL SATISFACTION : A STUDY WITH SPECIAL ATTENTION TO CHENNAI

International Journal of Research -GRANTHAALAYAH ◽

10.29121/granthaalayah.v9.i9.2021.4148 ◽

2021 ◽

Vol 9 (9) ◽

pp. 370-378

Author(s):

K. Chezhiyan

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Random Sampling ◽

Sampling Method ◽

Word Of Mouth ◽

Simple Random Sampling ◽

Residential Satisfaction ◽

The purpose of this paper is to reveal the residential satisfaction of apartment residents. And it was measured through an antecedent (service quality) and a consequence (word of mouth) of residential satisfaction. Simple random sampling method was employed on 200 residents and multiple linear regressions were carried out. The result shows that 85% of the variance in overall customer satisfaction is accounted for by service quality. From the above findings it is clear that service quality positively influences customer satisfaction.

The relationship between selected variables and customer loyalty within an optometric practice environment

Acta Commercii ◽

10.4102/ac.v12i1.137 ◽

2012 ◽

Vol 12 (1) ◽

Cited By ~ 6

Author(s):

T. Van Vuuren ◽

M. Roberts-Lombard ◽

E. Van Tonder

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Methodological Approach ◽

Customer Retention ◽

Business Environment ◽

Practice Environment ◽

Independent Variable ◽

The Relationship ◽

Structured Questionnaire

Purpose: The purpose of the research that informed this article was to examine the relationship between customer satisfaction, trust, supplier image, commitment and customer loyalty within an optometric practice environment. Problem investigated: Optometric businesses need to adopt their strategies to enhance loyalty, as customer satisfaction is not enough to ensure loyalty and customer retention. An understanding of the variables influencing loyalty could help businesses within the optometric service environment to retain their customers and become more profitable. Methodology: The methodological approach followed was exploratory and quantitative in nature. The sample consisted of 357 customers who visited the practice twice or more over the previous six years. A structured questionnaire, with a five-point Likert scale, was fielded to gather the data. The descriptive and multiple regression analysis approach was used to analyse the results. Collinearity statistics and Pearson's correlation coefficient were also calculated to determine which independent variable has the largest influence on customer loyalty. Findings and implications: The main finding is that customer satisfaction had the highest correlation with customer loyalty. The other independent variables, however, also appear to significantly influence customer loyalty within an optometric practice environment. The implication is that optometric practices need to focus on customer satisfaction, trust, supplier image and commitment when addressing the improvement of customer loyalty. Originality and value of the research: The article contributes to the improvement of customer loyalty within a service business environment that could assist in facilitating larger market share, higher customer retention and greater profitability for the business over the long term.

Determinants Of Customer-Perceived Service Quality In Senior-Care Industry And Their Relationship To Customer Satisfaction And Behavioral Intentions: Research Findings From Taiwan

International Business & Economics Research Journal (IBER) ◽

10.19030/iber.v7i12.3320 ◽

2011 ◽

Vol 7 (12) ◽

Cited By ~ 1

Author(s):

Hsing-Yun Chang ◽

Cho-Pu Lin ◽

Meng-Yun Tsou ◽

Chien-Ting Chen

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Rural Areas ◽

Food Service ◽

Three Dimensions ◽

Perceived Service Quality ◽

Competitive Edge ◽

Research Findings ◽

The Relationship

The senior-care market has been on the rise in Taiwan, especially in rural areas. Soaring competition among senior-care operators has led to escalating consumer demands on performances, driving the industry to become more customer-oriented. The authors examined the relationship between service quality of senior care and customer satisfaction in rural Taiwan based on Parasuraman, Zeithmal and Berrys SERVQUAL ten dimensions (i.e., access, communication, competence, courtesy, credibility, reliability, responsiveness, security, tangibles and understanding the customer) and Lees food service. Multiple regression was conducted to test the relationships. The statistical results showed that access, courtesy and food service are significantly and positively related to customer satisfaction. This finding, among others, suggests that senior-care operators in rural Taiwan might have overlooked the above mentioned three dimensions as factors leading to customer satisfaction and, ultimately, to a sustainable competitive edge.