Quality Wireless (B): Call Center Performance

2017 ◽  
pp. 1-3
Author(s):  
Sunil Chopra
Keyword(s):  
Call Center ◽  
Process Capability ◽  
Customer Complaints ◽  
Check Phase

Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call center. After one month, the company will now decide whether improvement has taken place.To develop an understanding of process capability and how an improvement can be statistically validated. To understand the “check” phase of the plan-do-check-act cycle of Deming, using basic statistical principles.

Quality Wireless (A): Call Center Performance

2017 ◽  
pp. 1-6
Author(s):  
Sunil Chopra
Keyword(s):  
Call Center ◽  
Process Capability ◽  
Customer Complaints ◽  
Check Phase

Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call center. After one month, the company will now decide whether improvement has taken place.To develop an understanding of process capability and how an improvement can be statistically validated. To understand the “check” phase of the plan-do-check-act cycle of Deming, using basic statistical principles.

Complaint Response Strategies in Interpersonally Sensitive Phone Interactions in Chinese Service

2020 ◽  
Vol 7 (12) ◽  
pp. 153-180
Author(s):  
Ping Liu ◽  
Min Cai
Keyword(s):  
Call Center ◽  
Service Industry ◽  
Interpersonal Relationship ◽  
Business Organizations ◽  
Customer Complaints ◽  
Response Strategies ◽  
Complaint Handling ◽  
Research Questions ◽  
Definition Of ◽  
Pragmatic Strategies

For any business organizations, it is of great importance to handle customer complaints effectively. This is particularly vital in the service industry as complaining customers are found not very collaborative and tend to be emotional in the process of complaining [1] and sometimes the exchanges between agents and complaining customers become interpersonally sensitive. Following Orthaber and Reiter’s [2] definition of “interpersonally sensitive exchange”, this study addresses two research questions: (1) what pragmatic strategies are employed by call center agents in interpersonally sensitive interactions in complaint responses? 2) and what are the effects of these strategies on interpersonal relationship in complaint responses? Based on a corpus of 42 outbound calls (approximately 7.5 hours) made by the agents in the Complaint Centre of one Chinese airline, four conventional and two unconventional complaint response strategies are found to be employed by the agents. These strategies produce positive outcomes in some cases while lead to opposite effects in others. An effective strategy can either enhance the rapport between the agent and the complaining customer, or benefit the progressivity of complaint handling. Conversely, it deteriorates the originally sensitive rapport and sometimes even leads to upgraded complaint.

scholarly journals QUALITY OF LIFE AT WORK OF CALL CENTER OPERATORS IN AN E-COMMERCE COMPANY IN SOUTHEAST BRAZIL

2020 ◽  
Vol 8 (9) ◽  
pp. 305-311
Author(s):  
Lucas Alves de Oliveira Lima ◽  
Paulo Lourenço Domingues ◽  
Ana Nele Marci Rocha ◽  
Debora Cristina Furtado Martins ◽  
Maik Mateus De Souza
Keyword(s):  
Quality Of Life ◽  
Work Environment ◽  
Interpersonal Relationships ◽  
Call Center ◽  
Qualitative Approach ◽  
Structured Interviews ◽  
Customer Complaints ◽  
High Workload

This research aimed to analyze the perception of Call Center operators of an E-Commerce company in the municipality of Três Rios/RJ about what is Quality of Life at Work (QLW), as well as what are the beneficial and harmful aspects of this kind of work. This is an exploratory qualitative approach research, where the case study technique was used with the application of structured interviews using a sample of ten workers. After collecting the data, it was possible to verify that the main perceptions about Quality of Life at Work (QLW) are linked to recognition and satisfaction in the work environment. In practice, beneficial factors such as constant learning, good interpersonal relationships and work infrastructure prevail. However, there is the prevalence of harmful aspects such as the high workload on Saturdays and the lack of better tools for carrying out activities. In addition, it was also found that two employees acquired stress, insomnia, eating disorders and anxiety due to customer complaints and high charges for goals.

Process capability studies

1973 ◽  
Vol 52 (3) ◽  
pp. 87
Author(s):  
J. Robertson
Keyword(s):  
Process Capability
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