A Study on the Improvement of Seoul Metropolitan Waterworks Call Center Service Using Simulation Analysis

2019 ◽  
Vol 24 (3) ◽  
pp. 13-33
Author(s):  
Chan-Young Park ◽  
Sang-Eun Kim ◽  
Se-Chul Kim ◽  
Dong-Hoon Cha
Keyword(s):  
Call Center ◽  
Simulation Analysis ◽  
Center Service ◽  
Call Center Service

Competition and market segmentation of the call center service supply chain

2015 ◽  
Vol 247 (2) ◽  
pp. 504-514 ◽  
Author(s):  
Yu Xia ◽  
Bintong Chen ◽  
Vaidyanathan Jayaraman ◽  
Charles L. Munson
Keyword(s):  
Supply Chain ◽  
Market Segmentation ◽  
Call Center ◽  
Service Supply Chain ◽  
Center Service ◽  
Call Center Service

scholarly journals Call center service level: A customer experience model from benchmarking and multivariate analysis

2020 ◽  
pp. 467-496 ◽  
Author(s):  
Marco Colin
Keyword(s):  
Customer Service ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Call Center ◽  
Key Performance Indicators ◽  
Service Level ◽  
Service Areas ◽  
Internal Benchmarking ◽  
Center Service ◽  
Call Center Service

Objective: This paper aims to study the experience of call center service customers the academic and corporate perspectives; it proposes a management model focused on looking after the customer’s experience during a phone interaction. Methodology: The methodology of this article adopts the internal Benchmarking process as a diagnostic tool and describes the user’s perceptive of internal corporate operations and key performance indicators established in a call center’s balanced scorecard. It uses an exploratory factor analysis to reduce dimensions and a confirmatory analysis to validate the statistical model proposed. Results: The results determine the existence of gaps between the key performance indicators implemented to assess the customer’s experience and satisfaction, they show organizational opportunities characterized for the necessity of transforming production methods into simple processes, aimed to give solutions to the customers within the timeframes specified in just one phone interaction. Limitations: The constructs used are limited by the instrument and metrics implemented by the company under study for evaluating the quality of customer interaction when a customer reaches a customer service’s call center. Practical implications: This study is useful in the marketing, marketing relationships, and customer service areas, since it allows the establishment of an inflection point that proposes an integrated balanced scorecard construction the customer’s experience analysis.

scholarly journals Increasing the efficiency of call-center service delivery

2018 ◽  
Vol 0 (57) ◽  
Author(s):  
А. В. Ліпенцев ◽  
Т. Г. Думенкова
Keyword(s):  
Service Delivery ◽  
Call Center ◽  
Center Service ◽  
Call Center Service
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