ENHANCING EFFICIENCY OF BALTIC RETAIL CONTACT CENTERS

Iveta Linina,Rosita Zvirgzdina,Velga Vevere

doi:10.5755/j01.eis.0.12.21874

Abstract

Private consumption is one of the main cornerstones of economic growth in any country. Retail sales also play an important role in today's society and in the national economy as it introduces and develops new technologies in customer service, provides jobs and increases the welfare of society. Adapting to customer needs and requirements gives the company, on the one hand, the opportunity for further development and increase of competitiveness, but, on the other hand, it necessitates organizing customer service and improving the use of existing resources for the management of the customer service process. In order to identify the factors for effective management of communication with customers, the authors aim to study the factors characterizing and influencing the effectiveness of retail contact centers. To accomplish that, the authors of the article with a monographic or descriptive method investigate the theoretical basis of efficiency management, analyze the trends of the retail sector in Latvia and investigate the application of the principles of Queueing theory to ensure the efficiency of customer service of Latvian retail companies. This research will give companies an insight into the theoretical and real factors of the queueing theory. In the end of the study, the authors conclude that by exploring the factors of the queueing theory, the company can manage this process and maybe it is one of the tools for competitiveness. DOI: http://dx.doi.org/10.5755/j01.eis.0.12.21874

Highlights

It can be noted that some authors define effectiveness only in relation to the efficient use of resources, but some distinguish between economic and functional efficiency, which allows to assess separately both the use of resources, the achievement of objectives and pricing principles
The main task of the theory is to study the functioning of the service system. This includes the economic aspect of defining a type of the system, which will minimize the total costs associated with the loss of time and other resources. (Кошуняева, Патронова, 2013; Sztrik, 2012)
It is necessary to apply the effective management of these processes, which can be ensured by the application of the queuing theory

Summary

Introduction

It can be noted that some authors define effectiveness only in relation to the efficient use of resources, but some distinguish between economic and functional efficiency, which allows to assess separately both the use of resources, the achievement of objectives and pricing principles This second approach seems to be more adequate as the company’s operation is a complex process that includes resource planning, setting short-term and long-term goals for enterprise development and innovation, and employee motivation to improve performance, as well as pricing procedures. The main task of the theory is to study the functioning of the service system This includes the economic aspect of defining a type of the system, which will minimize the total costs associated with the loss of time and other resources. To describe the effectiveness of the functioning of the service system, three group indicators can be used:

Service system performance indicators:

Application servicing quality indicators:

Evaluation of problem solving

Conclusions and recommendations