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

Narzia Florin
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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
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