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首页> 外文期刊>International journal of information systems in the service sector >Call Center Operational Performance Indicators and Customer Satisfaction: An Explanatory-Exploratory Investigation
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Call Center Operational Performance Indicators and Customer Satisfaction: An Explanatory-Exploratory Investigation

机译：呼叫中心运营绩效指标和客户满意度：探索性调查

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This article purports to investigate the relationship - in an empirical way - between the various operational indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with customer satisfaction. A methodological approach based on surveys as well as stepwise multiple linear regressions is developed and applied in order to achieve the objective of this paper. The "First-Contact Resolution Rate" and the "Average Handle TimeAfter the Call" indicators present a statistically significant relationship with customer satisfaction. Some alternative call center operational performance indicators are proposed, in an exploratory way, so as to convey an enhanced relationship between call center performance and customer satisfaction.
机译：本文旨在以经验的方式研究当前用于巴西呼叫中心管理的各种运营指标与客户满意度之间的关系。在这种情况下，将分析一组为电信公司提供服务的呼叫中心，以验证其哪些指标与客户满意度呈正相关。为了达到本文的目的，开发并应用了一种基于调查以及逐步多元线性回归的方法论方法。 “首次联系解决率”和“呼叫后平均处理时间”指示符与客户满意度之间存在统计学上的显着关系。提出了一些探索性的呼叫中心运营绩效指标，以传达呼叫中心绩效与客户满意度之间的增强关系。

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