A survey of quality management in call centers

Author

Vaibhav Suresh Adewar

Abstract

"Recently, there has been tremendous growth in call centers around the globe. Many business activities such as technical support, sales and marketing, and banking, are performed through call centers. The rapid growth of information technology, the decreasing cost of data transfer, and globalization have made call centers beneficial and cost effective for business activities that can be performed remotely. Since the majority of customer interactions occur through call centers, the quality of call center service and the efficiency of management are important.

Initially, the analysis of call center performance focused mainly on the quality of service provided; however, the focus has now shifted to include efficient management of call centers. This thesis combines survey findings, a review of relevant literature, and case studies to highlight the major factors of concern to the call center industry. It also includes a brief introduction to the various technologies and strategies that address managerial and operational issues identified by the survey and the current literature.

The research objective is to study call center applications, elements, and classification, highlight call center problems, and provide recommendations for improvement. The results of the study show that in order to operate a call center efficiently, management must focus on the four elements of call centers, including service quality, cost, people, and technology"--Abstract, page iii.

Advisor(s)

Cudney, Elizabeth A.

Committee Member(s)

Ragsdell, K. M.
Drain, David

Department(s)

Engineering Management and Systems Engineering

Degree Name

M.S. in Engineering Management

Publisher

Missouri University of Science and Technology

Publication Date

Fall 2008

Pagination

ix, 62 pages

Note about bibliography

Includes bibliographical references (pages 59-61).

Rights

© 2008 Vaibhav Suresh Adewar, All rights reserved.

Document Type

Thesis - Restricted Access

File Type

text

Language

English

Subject Headings

Call centers -- Customer services
Call centers -- Evaluation
Call centers -- Personnel management
Customer services -- Management

Thesis Number

T 9423

Print OCLC #

313442074

Link to Catalog Record

Electronic access to the full-text of this document is restricted to Missouri S&T users. Otherwise, request this publication directly from Missouri S&T Library or contact your local library.

Recommended Citation

Adewar, Vaibhav Suresh, "A survey of quality management in call centers" (2008). Masters Theses. 68.
https://scholarsmine.mst.edu/masters_theses/68