Abstract
Call center is the frontline of communicating with customers. This paper reports the findings of a survey on service effectiveness of call center operations of mobile communication service providers in Turkey that either use in-house or outsourcing method. The primary objective of this paper is to explore how the customers of mobile communications service provider companies perceive the inbound call center processes for speed, easiness of use, first call resolution, effective inquiry and in doing that what qualities they display. For this purpose a survey was conducted with the customers who use call centers either to make an inquiry or to complain about the services. The aims were: to specify the typical behavior of mobile communications service users; how the firms handle inquiries or complaints; if they solve the problems for good and in what time or how long it takes to get an answer practically useful; to reveal the speed and timeliness of the processes. The survey was conducted with the mobile phone users in a highly populated area of Istanbul.
Highlights
Some parties may call it “contact center” while some others “customer interaction center” and the like, “call center services/operations”, the term I prefer to use in this article, makes companies understand how their product or service is perceived by their customers and how it is acknowledged by them
This paper reports the findings of a survey on service effectiveness of call center operations of mobile communication service providers in Turkey that either use in-house or outsourcing method
Introduction some parties may call it “contact center” while some others “customer interaction center” and the like, “call center services/operations”, the term I prefer to use in this article, makes companies understand how their product or service is perceived by their customers and how it is acknowledged by them
Summary
Some parties may call it “contact center” while some others “customer interaction center” and the like, “call center services/operations”, the term I prefer to use in this article, makes companies understand how their product or service is perceived by their customers and how it is acknowledged by them. Today call center services is an indispensible part of any operational Customer Relationship Management (CRM) system. It is a critical area where the customer’s experience and attitude towards the company are developed by transferring the complaints or requests of the customer to the headquarters where all the operations are planned and executed as a whole; the quality of www.scholink.org/ojs/index.php/jar. The call center is often the first and only link a customer uses to a business In everyday operations it is the exclusive means of collecting customer contact information. The modern call centers manage a wide array of customer interactions including voice, e-mail, online interaction, self-service assistance, and collaboration It serves “customers” other than consumers, including business partners, employees, and field agents. Research has verified that complaint resolution by a centralized call center is a cost-effective way to increase the probability of customer repurchase decisions and to deliver significant financial benefits (Oetting, 1997; Stuller, 1999)
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