Contact Centre Service Excellence: A Proposed Conceptual Framework

Dharamdass, Surya and Fernando, Yudi (2018) Contact Centre Service Excellence: A Proposed Conceptual Framework. International Journal of Services and Operations Management, 29 (1). pp. 18-41. ISSN 1744-2389. (Published)

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This paper aims to develop a proposed conceptual framework that can be used in studying the determinants of contact centre service excellence for the continuously growing contact centre business globally. A content analysis method is performed on a range of English-written published papers between 1993 and 2014 to explore the proposed determinants of contact centre service excellence. The primary observation shows that there is limited academic literature in this area. The findings from the distillation of the proposed determinants of contact centre service excellence in essence suggest that there should be a high focus on the people - customer service agents (CSAs) hiring criteria, training and development, reward system, team structure and the cross-functional coordination process. The implication to future researchers is to focus on these determinants to better understand the impact on service excellence. For practitioners, the implication is to consider reviewing the current determinants used in their organisations to achieve service excellence and consider adopting the proposed determinants

Item Type: Article
Uncontrolled Keywords: content analysis; contact centres; call centres; service excellence; service quality; customer service agents; CSAs; business process outsourcing; BPO; conceptual framework; service delivery; customer delight; operations management
Subjects: H Social Sciences > HD Industries. Land use. Labor
Faculty/Division: Faculty of Industrial Management
Depositing User: Noorul Farina Arifin
Date Deposited: 31 Jan 2018 07:27
Last Modified: 09 Oct 2018 05:02
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