Employee and Customer Satisfaction through the Efficient Call Management Centre: An Overview

Narzia Florin
Additional contact information
Narzia Florin: London Metropolitan University, Great Britain

Journal of Applied Management and Investments, 2014, vol. 3, issue 3, 133-145

Abstract: Customer satisfaction is the prime target of today’s profit making organization, and marketing discipline claims that customer satisfaction is the core concept for the efficient business. Call centre department in company easily enables the attraction of consumers to the company and sustaining the relationships with them. This article examines the effectiveness of call centre management by considering customers’ and employees’ satisfaction. This paper explores how call center department is operating in Bangladesh organizations and how to make it popular from the customers’ and employees’ perspective. Data were obtained from telecom and banking service companies. Results indicate that Customer Relationship Management can be done easily if we remove the employee's dissatisfaction, management problems related to handling the call center operations and technological deficiencies.

Keywords: call centre; Customer Relationship Management (CRM); Knowledge Management (KM); Computer Telephony Integration (CTI); Total Quality Management (TQM) (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations: View citations in EconPapers (5)

Downloads: (external link)
http://www.jami.org.ua/abstracts3-3.htm (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ods:journl:v:3:y:2014:i:3:p:133-145

Access Statistics for this article

Journal of Applied Management and Investments is currently edited by Anatoliy G. Goncharuk

More articles in Journal of Applied Management and Investments from Department of Business Administration and Corporate Security, International Humanitarian University Contact information at EDIRC.
Bibliographic data for series maintained by Anatoliy G. Goncharuk ().