Call Center Operational Performance Indicators and Customer Satisfaction

2011 ◽  
Vol 3 (2) ◽  
pp. 13-31 ◽  
Author(s):  
Alexandre Ferreira Oliveira ◽  
Luiz A. Joia
Keyword(s):  
Customer Satisfaction ◽  
Performance Indicators ◽  
Call Center ◽  
Call Centers ◽  
Methodological Approach ◽  
Operational Performance ◽  
Multiple Linear Regressions ◽  
First Contact ◽  
The Relationship ◽  
Linear Regressions

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

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 ◽  
Multiple Linear Regressions ◽  
First Contact ◽  
The Relationship ◽  
Linear Regressions

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.

Alternative Call Center Operational Indicators to Customer Satisfaction

2012 ◽  
pp. 15-25
Author(s):  
Alexandre Ferreira Oliveira ◽  
Luiz Antonio Joia
Keyword(s):  
Customer Satisfaction ◽  
Significant Relationship ◽  
Performance Indicators ◽  
Call Center ◽  
Methodological Approach ◽  
Three Dimensions ◽  
Telecommunication Industry ◽  
Multiple Linear Regressions ◽  
The Relationship ◽  
Linear Regressions

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.

Innovative Call Center Applications Focused on Financial Marketing in the Turkish Banking Sector

2020 ◽  
pp. 145-171
Author(s):  
Hasan Dinçer ◽  
Ayşe Mengir
Keyword(s):  
Customer Satisfaction ◽  
Call Center ◽  
Banking Sector ◽  
Call Centers ◽  
Minimum Cost ◽  
Maximum Speed ◽  
Communication Tools ◽  
External Customer ◽  
Technological Improvements ◽  
First Contact

As a result of globalization, call centers of banks that develop rapidly by the virtue of the technology become an important unit which brings first contact with customers. Nowadays, call centers not only give support to customers and other callers but also use the communication tools. This chapter examines innovator call center applications in banking. The main aim of call centers is to provide services with minimum cost, maximum speed, and excellent customer satisfaction. To achieve this purpose, it is necessary to incorporate the advantages of technological improvements. According to the research results, beside the excessive usage of call centers by customers, the banks direct their customers to call centers or alternative distribution canals to decrease the workload of the branches. Moreover, it is mentioned in this research that some precautions are taken for both internal and external customer satisfaction. Under today's economic conditions, customers do not prefer banks which are not using innovator technologies.

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

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 ◽  
Multiple Linear Regressions ◽  
Research Results ◽  
The Future ◽  
The Relationship ◽  
Linear Regressions

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.

scholarly journals PENGARUH KINERJA LOGISTIK TERHADAP KINERJA OPERASIONAL PADA UKM ROTAN DI KOTA PALU

2015 ◽  
Vol 1 (2) ◽  
pp. 181-194
Author(s):  
Ardiansyah Ardiansyah ◽  
Husein Hi Moh Saleh ◽  
Suryadi Hadi
Keyword(s):  
Correlation Coefficient ◽  
Significant Influence ◽  
Hypothesis Test ◽  
Strong Relationship ◽  
Business Owners ◽  
Operational Performance ◽  
Reliability Test ◽  
Multiple Linear Regressions ◽  
Significance Level ◽  
Linear Regressions

The  aim  of  this  research  is  to  describe  the  influence  of  logistic  performance  on  operational performance  in  the  rattan  small-medium  business  in  Palu. Population  of  this  research  is  24  Rattan small-medium  business,  which  consists  of  24  business  owners  as respondents,  and  24  active employees. In total, the sample of this research is 48 people who selected with census method. Method of analysis  is  multiple linear  regressions  by  using  software  of  SPSS  for  Windows  Release  16.0. Hypothesis  test  shows  significance  level  of  α  =  0.05  and  reliability  test  using  the  coefficient  values shows cronbach  alpha  with  coefficient  of  α  =  0,60.  The  result  indicates that  logistic  performance simultaneously  have  significant influence  on  operational  performance,  with  adjusted  R-square  value of 46.4%. Partially, with the standard of α = 0.05, X1, X2 and X3 have significant influence on Y with sig. value of 0.033, 0.037 and 0.000 respectively. The correlation test shows a correlation coefficient by   0.706,  which  means that  the  variable  of  logistic  performance  has  a  strong  relationship with  the operational performance of 70.6%. Tujuan dari penelitian ini adalah untuk mendeskripsikan pengaruh kinerja logistik terhadap kinerja  operasional  pada  UKM  industri  rotan  di  Kota  Palu.  Populasi  dalam  penelitian  ini adalah 24 Usaha Kecil Menengah Rotan yang terdiri dari 24 pemilik usaha sebagai responden, dan  24 karyawan  aktif  sehingga  sampel  penelitian  ini  adalah  48  responden dengan teknik sampel yang  digunakan  adalah  Sensus.  Metode analisis  yang  digunakan  adalah  analisis regresi  linier  berganda  dengan menggunakan  perhitungan  dari  software  SPSS  for  Windows Release 16,0. Uji hipotesis yang digunakan memiliki tingkat signifikansi α = 0,05 dan untuk uji  reliabilitas  menggunakan  nilai  koefisien  alan  croanbach  dengan  koefisien  nilai  batas  α  = 0,60.  Hasil  penelitian  menunjukkan  bahwa  kinerja  logistik  secara  simultan  menghasilkan pengaruh  yang signifikan terhadap kinerja operasional, dengan nilai Adjust R-square sebesar 46,4%.  Secara  parsial  dengan  standar  α  =  0,05  hasil penelitian  X1,  X2  dan  X3  berpengaruh signifikan terhadap Y dengan sig masing-masing yaitu 0,033, 0,037 dan 0,000. Hasil korelasi tersebut  menunjukkan  koefisien  korelasi  sebesar  0,706  yang berarti  bahwa  variabel  kinerja logistik memiliki hubungan yang kuat dengan kinerja operasional sebesar 70,6%.

Improving SME performance through organizational memory

2019 ◽  
Vol 32 (4) ◽  
pp. 473-491 ◽  
Author(s):  
Roman Kmieciak
Keyword(s):  
Customer Satisfaction ◽  
Least Squares Method ◽  
Organizational Memory ◽  
Operational Performance ◽  
Content Type ◽  
Direct And Indirect Impacts ◽  
Indirect Impacts ◽  
Partial Least Squares Method ◽  
The Relationship ◽  
Practical Implications

Purpose Specific research on the meaning of organizational memory (OM), including databases, for small- and medium-sized enterprises (SMEs) and their performance is limited. The purpose of this paper is to investigate the relationships between open-mindedness culture (OMC), OM, SME innovativeness and customer satisfaction. Design/methodology/approach Five hypotheses were formulated and tested using the partial least squares method. The survey data were collected from 120 Polish SMEs. Findings A positive and significant relationship between OMC and OM was found. OM has both direct and indirect impacts on customer satisfaction through firms’ innovativeness. The results confirmed the correlation between firms’ innovativeness and customer satisfaction. Research limitations/implications The focus on SMEs in a single country limits the generalizability of the results. Practical implications The findings of this research can inform SME managers who are willing to improve operational performance. This study suggests that OMC is a prior stage in building, updating and using OM in the form of databases. Leveraging databases is a way to incrementally increase firms’ innovativeness and customer satisfaction. Originality/value This paper fills an important gap in the extant literature by empirically testing the relationship between OMC, OM, firms’ innovativeness and customer satisfaction. This study is the first ever to study these relationships within the context of SMEs.

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

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 ◽  
Multiple Linear Regressions ◽  
The Relationship ◽  
Linear Regressions

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.

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

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 ◽  
Multiple Linear Regressions ◽  
Linear Regressions

 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.

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

2012 ◽  
Vol 12 (1) ◽  
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.

scholarly journals Feeling matters: Perceived Social Support Moderate the Relationship between Personal Relative Deprivation and Depressive Symptoms

2021 ◽  
Author(s):  
Sibo Zhao ◽  
Li Peng
Keyword(s):  
Social Support ◽  
Depressive Symptoms ◽  
Relative Deprivation ◽  
Perceived Social Support ◽  
Multiple Linear Regressions ◽  
Chinese Populations ◽  
The Relationship ◽  
Linear Regressions ◽  
Potential Moderator ◽  
Main Relationship

Abstract Background Little research describes the mechanisms underlying depressive symptoms and personal relative deprivation in Chinese populations. Methods In this study, the respondents were (N = 938) residents of Beijing (17-59 years old) and robust multiple linear regressions were used to assess the main relationship between relative deprivation and depressive symptoms and social support as a potential moderator for that relationship. Results Individuals who reported higher personal relative deprivation had greater depressive symptoms than those who reported lower personal relative deprivation. Perceived social support buffered the relationship between depressive symptoms and personal relative deprivation. Conclusions The findings of this current study demonstrate the importance of relative deprivation for psychological strain and income in explaining how socioeconomic indices correlate with depressive symptoms. They also demonstrate the need to acknowledge the interaction of perceived social support and personal relative deprivation for influencing depression.

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