Call Center Research Articles

The Effect of Call Center Service Quality On Outpatient Satisfaction Level At St. Carolus Hospital Jakarta

This study aims to analyze The Effect of Call Center Service Quality on Outoutpatient Satisfaction Levels at St. Carolus Hospital Jakarta. The variables studied are Service Quality (Reliability (X1) and Assurance (X2)) and Outoutpatient Satisfaction (Y). The type of research used is the type of research, and the type of data is primary. The technique of collecting research data is through the questionnaire method. Furthermore, the sampling technique used is purposive sampling with 75 respondents. Data analysis in this study used SPSS version 25. The analysis used in this research is a validity test, reliability test, multicollinearity test, heteroscedasticity test, normality test, multiple linear analysis, correlation coefficient analysis test t test, F test, and coefficient of determination (R2). The results of testing and analysis of this study show that the Assurance variable has a significant influence with a sig value of 0.000 <0.05, a t-count value of 4.336 > t-table, and a beta (β) value of 0.308, so it can be concluded that the Assurance variable (X2) has a significant influence significant to the dependent variable (Y), namely outpatient satisfaction.

Impact of Student Pharmacist-Led Transition-of-Care Services on 30-Day Hospital Readmissions at a University Call Center.

Background: Transition of care (TOC) refers to the movement of patients between different health care settings due to changes in medical conditions and needs. Pharmacists can play an important role in TOC services as polypharmacy is a common reason for hospital readmission that costs the US taxpayers an average of $17 billion annually. Objective: The purpose of this study is to evaluate the impact of TOC telehealth services provided by pharmacy students at a university-based call center on 30-day hospital readmission. Methods: In this retrospective observational study, an electronic chart review was conducted for patients who were discharged from the hospital and received a telephone call from pharmacy students. Patients were referred to the pharmacy team from a primary care provider office. The co-primary endpoints were the number of 30-day all-cause hospital readmissions (including emergency department visits) and 30-day readmission due to initial admission diagnosis in patients who received a telephonic TOC call from a pharmacy student compared with patients who declined or were unable to be reached. Types of pharmacy-related TOC interventions provided by students were also collected. Results: A total of 84 patients were included in this study. All-cause 30-day readmission was similar between groups (13% vs 15.8%), whereas 30-day readmission due to initial admission diagnosis was much lower in the intervention group (5.9% vs 11.1%). Although a positive trend was observed in favor of the intervention group, a statistically significant difference was not observed for both 30-day all-cause readmission and 30-day readmission due to initial admission diagnosis. Medication reconciliation, adherence counseling, and lifestyle education (diet, exercise) are the most common topics discussed with the patients during TOC interventions. Conclusion: Using student pharmacists to provide postdischarge TOC calls can be a benefit to the patient and the health care team while offering pharmacy students valuable learning experience prior to graduation.

The Effect of Work Stress and Work Values on Turnover Intention of Generation Z Employees in Call Center Company (Case Study of PT ABC in Java, Indonesia)

A various of previous research have found that different generation has a positive and negative traits. Generation Z is a generation that born between 1995 and 2012. Generation Z have distinct qualities including the need for convenience, are watchful and worried about their emotional, physical, and financial safety, and also have a realistic view of the importance of their profession. There has been found a high turnover rate of the Generation Z. Employees in a call center interact with customers over the phone or through other technological devices. Because of the constant interaction with angry customers seeking information, support, and help, working at a call center can be difficult. This exposes the customer service representative to a range of stressful circumstances and negative feelings. The employees experience work related stress and are emotionally exhausted, and tend to express themselves by increasing their intention to leave the company. The main issues in many call centers include a high employee turnover rate, which is believed to be as high as 40% annually also it is believed that many contact centers face is a high employee turnover rate that is higher than any other industries. PT ABC is a focused company specializes in outsourcing business process management with a call center business which is part of BPO or Business Process Outsourcing. The business emphasis is one of the PT ABC has held for a very long time. Based on the interview with HR Support of the PT ABC in Bandung, the TAM division is the division that consider with the most and the highest employee turnover rate compared to other divisions and the majority are the young employees, every month turnover is found in the division, one of the reason stated by the HR Officer is that the factor of the turnover probably due to the workload. This research was made using a quantitative method and random sampling that have been conducted in April 2023 in PT ABC in Java, Indonesia. Based on the previous research this research assumes that work stress and work values affecting turnover intention of the Generation Z, this research conducted to prove that the assumption above is right. Data collected in this research was using interview and the measurement scales used are work stress and turnover intention scale adapted by Agustina (2022) and work values scale by Sulistiobudi & Hutabarat (2022), which have been tested using validity and reliability. This research is analyzed using multiple linear regression using SPSS 25 to determine the effect of the variables. Based on the results of the data processing, there is social dimension of work value, leadership attitude and organizational structure of work stress dimensions that impacted to Generation Z employees in PT ABC. This research contributes to understand the Generation Z characteristic in the work environment. It also contributes and helps how company handle the employees especially the Generation Z. Author recommends that next researcher that using other variables in the company to broaden and deepen the researchs of Generation z in the call center.

A Practice-Oriented Overview of Call Center Workforce Planning

We give an overview of the practice and science of call center workforce planning, in which we evaluate the commonly used methods by their quality and the theory by its applicability. As such, this paper is useful for developers and consultants interested in the background and advanced methodology of workforce management and for researchers interested in practically relevant science.

Call Centers and Associated Health Hazard for Women Employees: A Review of Health Implications for Women Employees of Transnational Call Centers in India

Indian women are fast moving from conventional jobs to night-shift jobs in transnational call centers. Women working at night is a relatively new phenomenon and stands apart from the usual Indian lifestyle. Night work and the dual burden of work and family have adverse implications on women employees’ physical and psychological health. The paper highlights the occupational health hazards of women employees of international call centers through a systematic review of 38 articles published between 2000 and 2018. Data and evidence from studies on women employees of international call centers in India reveal that odd working hours against the biological clock make women employees suffer from several health problems. Women were more prone to health problems as compared to their counterparts. The responsibility of balancing work and family leads to high levels of stress. Despite the attractive salary package, most women employees suffer health hazards and psychological disorders.

Pengetahuan Masyarakat tentang Penggunaan Sistem Penanggulangan Gawat Darurat Terpadu

This study aims to determine the public knowledge level about using the Integrated Emergency Management System (SPGDT) in Surakarta City in general terms and by category. The research method used is quantitative research using a descriptive design. The results showed that 77 respondents needed more knowledge about the integrated emergency management system in Surakarta City; this could be due to the low level of response education, which affected their ability. Most respondents who know about the SPGDT are female, of productive age (20-53 years), with an undergraduate degree (S1). In conclusion, most people in Surakarta City need to learn about the importance and benefits of the Surakarta City Integrated Emergency Management System.
 
 Keywords: Call Center, Emergency, Knowledge, SPGDT

RELATIONSHIP BETWEEN FARMERS’ PROFILES WITH THEIR ATTITUDE TOWARDS USE OF KISAN CALL CENTRE

The challenges before Indian agriculture are immense. This sector needs to grow at a faster rate than in the past to allow foe higher per capita income and consumption. The limitation in Transfer of Technology(TOT) model continues to remain a challenge for the public and private extension systems. With the availability of telephone and internet, it is now possible to bridge this gap to quite a large extent by using an appropriate mix of technologies. The Department of Agriculture and Co-operation, Ministry of Agriculture, Govt. of India has launched KCC scheme on 21st January, 2004 with a view to leverage the extensive telecom infrastructure in the country to deliver extension services to the farming community. The purpose of these call centre is to respond to issues raised by the farmer, instantly in the local language. Ex –post – facto research design was used in this investigation. The study was conducted in Odisha. Odisha state was purposively selected and Odisha state is having 30 districts, the Cuttack district was selected purposively, out of 15 revenue blocks in Cuttack district, two blocks namely Salepur and Nischintakoili were selected purposively Selection of villages was made on the basis of number of farmers using the services of KCC regularly. 4 villages and 120 respondents were selected randomly. The study revealed that education, land holding, annual income, innovativeness, social participation, source of information, scientific orientation and risk orientation were highly influencing the attitude of respondents towards the use of Kisan Call Centre and extension contact influenced the attitude of respondents towards the use of Kisan Call Centre. It also revealed that more aged farmers developed negative attitude towards use of Kisan Call Centre and occupation and family size are not influencing the attitude of the respondents.

Call centre support staff job crafting and employee engagement: Controlling the effects of sociodemographic characteristics

The study explored job crafting (task, cognitive, and relational crafting) and work engagement (vigour, absorption, and dedication) among support staff within a financial services call centre in the Gauteng province, South Africa. The participants (n = 213; female = 54.9%; black individuals = 48.4%) varied by job role (52.6% technology; 23.9% human resources; 21.6% finance; and 1.9% legal department). The participants completed the Job Crafting Scale and the Utrecht Work Engagement 9-item scale. Multiple regression results indicated that employees engaging in job crafting experienced higher levels of engagement, whereby task crafting best predicted vigour and absorption, and cognitive crafting best predicted dedication. Older employees remained absorbed in their work, whilst employees with greater experience engaged in relational crafting and had increased levels of work engagement. The findings suggest that call centre support staff alter their work boundaries, ensuring increased vigour, absorption, and dedication.

An Application of Lean Principle in a Call Center at Sarawak

Customer follow-ups or repeat calls are common in a call center primarily due to unresolved cases that turn into aging cases. Different case category presents different complexity with different outcome which this case study demonstrates. The present study thus proposes the Lean principle to be applied in the workflow to analyze each process activity in an attempt to find the root cause of the aging cases that do not conform to the established time function mapping. Five respondents were chosen amongst the call center personnel for a semi-structured interview enabling them to express themselves freely within the context of the dilemma they are facing. The respondents share the same desire to receive timely answers or information to maintain customer satisfaction levels. The Lean principle enables this case study to formulate a recommendation that ties in with Lean true nature for continuous improvement.

The Buffering Effect of Organizational Tenure on the Association of Burnout, Salary Satisfaction and Turnover Intent of Filipino Contact Center Employees: A Predictive-Cross Sectional Analysis

Call centers in the Philippines are the top choice of foreign investors to outsource their customer service functions because of the natives’ ability to speak English. But while the industry is famous, constant attrition is a common problem, mainly because of burnout and salary satisfaction. To add to the growing solutions for call center attrition, this paper employed organizational tenure as a moderating variable in the association of burnout, salary satisfaction, and turnover intent among Filipino contact centers. A predictive cross-sectional method, from a target population of about 420 respondents, has been used in this study to accurately represent Filipino contact centers. There has not been any study globally or in the Philippines about the buffering effect of tenure, and the results of this research, using multiple regression analysis and ANOVA, provided remarkable and practical implications for organizations to adapt and for researchers to study further using a longitudinal or qualitative methodology. Keywords: Filipino contact center; organizational tenure; burnout; salary satisfaction; turnover intent

Scheduling Problem for Call Center Operators

Scheduling Problem for Call Center Operators

If and to What Extent Does Organizational Learning Culture Predict Turnover Intentions of Telecommuting Call Center Agents?

This study focuses on measuring the relationship between organizational learning culture (OLC) and turnover intentions of telecommuting call center agents. Although many studies involve the call center industry from different perspectives, the literature is scant in studies that have assessed the relationship between OLC and turnover intent in telecommuting call center agents. Call centers exist in almost every organization worldwide. Organizations have centralized their customer service process through computer￾based technologies allowing call center agents to work from home. In addition, in the post-COVID-19 era, telecommuting has become a permanent option for many call center employees. Indeed, in the call center industry, telecommuting has become an essential part of the business strategy that seeks to attract new and maintain current employees. In the call center industry, learning is a factor that influences job satisfaction and turnover intentions. Specifically, OLC increases job satisfaction and performance in telecommuting call center agents, influencing employees’ turnover intentions. The study’s findings indicate that OLC is a needed factor that helps lower turnover intentions of telecommuting call center agents in the United States.

Strengthening Kampala's Urban Referral System for Maternal and Newborn Care Through Establishment of an Emergency Call and Dispatch Center.

Most pregnant women living in urban slum communities in Uganda deliver at public health centers that are not equipped to provide emergency obstetric and newborn care. When obstetric emergencies occur, pregnant women are referred to a higher-level facility and are responsible for arranging and paying for their own transport. The Kampala Slum Maternal Newborn (MaNe) project developed and tested an emergency call and ambulance dispatch center and a mobile application to request, deploy, and track ambulances. We describe the development of these 2 interventions and findings on the feasibility, acceptability, and sustainability of the interventions. MaNe conducted a mixed-method feasibility study that included an assessment of the acceptability and demand of the interventions. In-depth interviews (N=26) were conducted with facility proprietors, health providers, ambulance drivers, Kampala Capital City Authority officers, and community members to understand the successes and challenges of establishing the call center and developing the mobile application. Thematic content analysis was done. Quantitative data from the call center dispatch logs were analyzed descriptively to complement the qualitative findings. Between April 2020 and June 2021, 10,183 calls were made to the emergency call and dispatch center. Of these, 25% were related to maternal and newborn health emergencies and 14% were COVID-19 related. An ambulance was dispatched to transfer or evacuate a patient in 35% of the calls. Participants acknowledged that the call center and mobile application allowed for efficient communication, coordination, and information flow between health facilities. Supportive district leadership facilitated the establishment of the call center and has taken over the operating costs of the center. The call center and referral application improved the coordination of drivers and ambulances and allowed facilities to prepare for and treat cases more efficiently.

STANDAR PELAYANAN TANGGAP DARURAT BENCANA MELALUI COMMAND CENTER 112 DI BADAN PENANGGULANGAN BENCANA DAERAH KOTA SURABAYA

There are various emergency events experienced by the community, so that in this case emergency treatment is needed to minimize fatalities and damage to fatal facilities. To get emergency treatment, the community will contact the Regional Apparatus Organization (RAO) related to the type of emergency that exists. Therefore, the 112 Emergency Call Number Service was created, a service that can be used if an emergency occurs by dialing 112. Then, it will connect the caller to the Emergency Call Center (Call Center 112) in the District/City. Likewise, the Regional Disaster Management Agency for the City of Surabaya formed the Command Center 112 service, which was launched on July 26, 2016, as a result of the many emergency incidents previously faced and officers in the related RAO, unable to respond quickly. In this regard, this study aims to explain the standard of disaster emergency response services provided by Command Center 112 at RDMA of Surabaya City. Descriptive qualitative research is the methodology used. In this case, the researcher collected data through various methods, including interviews, field observations, documentation and literature studies. Furthermore, data reduction, data display and data verification are also used in this study along with the conclusions. In this study, source triangulation, technique triangulation and time triangulation were combined as data validity methodologies. This research gives the result that, in terms of the need for emergency response services, Command Center 112 at RDMA of Surabaya City has been running quite well.
 Keywords: Public Service, Service Standards, Emergency Handling, 112 Command Center Services

Using an Exposure Call Center to Help Mitigate Outbreaks, Such as COVID-19, on a University Campus.

Rapid identification and management of close contacts is an important component of an effective university mitigation strategy for highly contagious infectious diseases such as measles and coronavirus disease-2019 (COVID-19). Institutions of higher education must plan for an associated large influx of calls that can overwhelm standard student health and local public health operations. In fall 2020, a large state public university's Department of Student Health and Wellness created a dedicated exposure call center (ECC), in close collaboration with the local public health department, to quickly assess students who learned of a COVID-19 exposure outside of the formal contact tracing process. The ECC operated 7 days a week and fielded 3361 calls: 3187 from students and 174 from staff, faculty, and parents. The ECC provided rapid assessment and guidance for students with COVID-19 exposure, allowing for prompt quarantine and medical assessment when warranted. Call centers can increase the bandwidth of university health centers and also reduce the burden on health care providers and other public health resources during periods of crisis or high demand.

Psychological Contracts and Organizational Commitment: The Positive Impact of Relational Contracts on Call Center Operators

With the increasing complexity and dynamism of the modern work experience, the importance of the psychological contract has become increasingly clear. Organizations and researchers alike have recognized the implications of this contract for employee performance, satisfaction and well-being. However, certain work contexts can increase psychosocial risks, making it crucial to investigate the individual and contextual characteristics that can promote well-being and mitigate risks. In this study, we examined the impact of psychological contract types and task repetitiveness on organizational commitment among call center employees. By conducting a cross-sectional study involving 201 call center employees working in-person and administering an ad hoc questionnaire, we aimed to enrich the scientific literature on the psychological contract and its implications for the call center work environment. Our findings revealed that a transactional psychological contract has a negative impact on affective and normative commitment, potentially undermining employees’ sense of obligation and responsibility towards these organizations. To promote healthy work relationships and well-being among call center employees, we suggest the importance of a relational psychological contract. By highlighting the role of psychological contract types in organizational commitment, our study offers valuable insights for both researchers and practitioners.

A Pragmatic Analysis of Verbal Complaints in Recorded Conversations from the Saudi Ministry of Health Call Centre (937)

A Pragmatic Analysis of Verbal Complaints in Recorded Conversations from the Saudi Ministry of Health Call Centre (937)

Attitude of Clusterbean Growers Toward Use of Information and Communication Technologies (ICTs)

ICTs can be broadly interpreted as technologies that facilitate communication and transmission of information by electronic means. In this study ICTs is operationalised as the use of communication devices or applications by the farmers encompassing mobile phone, Internet, Kisan Call Centres for obtaining information. ICTs can make agriculture more remunerative and a fruitful occupation by providing latest information. It saves money, time and eff orts and reduces dependency on so many factors in the chain of extension. The present study was conducted in Bikaner district of Rajasthan in year 2018 on 80 registered farmers (Users) on one of the ICT portal “mkisan.com” through Agriculture Research Station, Bikaner and 80 non-users. The sample was selected from three tehsils of Bikaner district namely Bikaner, Nokha and Kolayat out of total eight tehsils because these three tehsils having highest number of registered farmers under ICT portal “mkisan.com” and having good area under Clusterbean crop. Further two villages from each tehsil were selected and made a total sample size of 160.The study revealed that 93.75 percent users were found in moderately favourable to more favourable attitude. While 92.50 percent of non-users had moderately favourable to less favourable attitude towards use of ICTs.

Patient Complaints to the Saudi Medical Call Center: Representative Response Strategies

ABSTRACT This study aims to investigate the strategies and modifications employed by the Complaint Unit Representatives (CURs) in response to complaints recorded in the formal workplace of a medical institution in the Saudi Ministry of Health (MOH). A pragmatic discourse analytic approach was adopted to construct an analytical framework for authentic spoken complaint responses in the Saudi medical institution context. The data were randomly collected from 80 recorded phone conversations between patients and the CURs. It was transcribed verbatim, imported into MAXQDA for qualitative analysis of codes categorizations, and then into SPSS for statistical analysis. The findings showed that the staff employed a balance of transactional and interpersonal approaches in their response strategies, which varied in both quantity and quality depending on the phase or the major sequence of the moves made in the complaint call. Specifically, more transactional strategies were used during the main portion of a complaint and in the medial phase, while more interpersonal strategies were employed during the initial and the final phases of the call. The findings also showed that the CURs tended to downgrade and mitigate their responses to patients’ complaints, and they never used upgraders. The influence of the religious culture was also noticeable in their use of downgraders, including optimistic devices and religious expressions. These findings reveal practical implications that can aid the quality team of the Complaint Unit (CU) in assessing the effectiveness and efficiency of the CURs’ response strategies when handling complaints, and in providing more effective communication training as needed.

A National Survey of Children, Adults, and the Elderly in the Fourth Wave of the COVID-19 Pandemic to Compare Acute and Post-COVID-19 Conditions in Saudi Arabia.

Background: The fight against COVID-19 appears to extend beyond screening and treatment of acute diseases to its medium- and long-term health consequences. Little is known about the epidemiology and the determinants of developing post-COVID-19 conditions (PCCs) among children. The aims of this study were to explore and determine the prevalence of PCCs among three age groups (children and adolescents, adults, and the elderly), and study the predictors of participants' return to their pre-COVID-19 health status among COVID-19 patients at least four weeks after they got sick, from February to 15 July 2022. Methods: This comparison survey study targeted 12,121 COVID-19 patients who fulfilled the selection criteria from the national register system and received a virtual assessment from the Medical Consultation Call Center (937), which was conducted by a well-trained family physician using a validated, well-structured assessment tool. The collected data were coded and analyzed using appropriate tests. Results: Out of the 12,121 recovered COVID-19 patients who received the virtual assessment calls, only 5909 (48.8%) agreed and completed the assessment. The majority of participants (4973, or 84.2%) reported no PCCs. The most common PCCs among young people were a cough, dyspnea, fatigue, and loss of appetite or weight loss, while among the elderly they were a cough, dyspnea, fatigue, stomachaches, poor concentration, sleep disturbance, and recurrent fever. Most post-COVID-19 cases require nothing more than reassurance and health education as only 384 (6.5%) required referral to primary health care centers (PHCCs.) The severity of COVID-19 infection, age group, sex, vaccination status, and body mass index were significant predictors for returning to the pre-infection health status and the required referral was significantly related to many factors. Conclusions: The comparison of children, adults, and the elderly with regard to the acute and post-COVID-19 conditions in Saudi Arabia in terms of the clinical health assessment and the required management plans showed significant differences.