Contact Centre Service Excellence: A Proposed Conceptual Framework
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 1...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Inderscience Enterprises Ltd.
2018
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| Online Access: | http://umpir.ump.edu.my/id/eprint/20436/1/fim-2017-yudi-Contact%20Centre%20Service%20Excellence.pdf |
| _version_ | 1796992569720176640 |
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| author | Dharamdass, Surya Fernando, Yudi |
| author_facet | Dharamdass, Surya Fernando, Yudi |
| author_sort | Dharamdass, Surya |
| collection | UMP |
| description | 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 |
| first_indexed | 2024-03-06T12:21:56Z |
| format | Article |
| id | UMPir20436 |
| institution | Universiti Malaysia Pahang |
| language | English |
| last_indexed | 2024-03-06T12:21:56Z |
| publishDate | 2018 |
| publisher | Inderscience Enterprises Ltd. |
| record_format | dspace |
| spelling | UMPir204362018-10-09T05:02:09Z http://umpir.ump.edu.my/id/eprint/20436/ Contact Centre Service Excellence: A Proposed Conceptual Framework Dharamdass, Surya Fernando, Yudi HD Industries. Land use. Labor 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 Inderscience Enterprises Ltd. 2018 Article PeerReviewed pdf en http://umpir.ump.edu.my/id/eprint/20436/1/fim-2017-yudi-Contact%20Centre%20Service%20Excellence.pdf 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) http://dx.doi.org/10.1504/IJSOM.2018.10009101 doi: 10.1504/IJSOM.2018.10009101 |
| spellingShingle | HD Industries. Land use. Labor Dharamdass, Surya Fernando, Yudi Contact Centre Service Excellence: A Proposed Conceptual Framework |
| title | Contact Centre Service Excellence: A Proposed Conceptual Framework |
| title_full | Contact Centre Service Excellence: A Proposed Conceptual Framework |
| title_fullStr | Contact Centre Service Excellence: A Proposed Conceptual Framework |
| title_full_unstemmed | Contact Centre Service Excellence: A Proposed Conceptual Framework |
| title_short | Contact Centre Service Excellence: A Proposed Conceptual Framework |
| title_sort | contact centre service excellence a proposed conceptual framework |
| topic | HD Industries. Land use. Labor |
| url | http://umpir.ump.edu.my/id/eprint/20436/1/fim-2017-yudi-Contact%20Centre%20Service%20Excellence.pdf |
| work_keys_str_mv | AT dharamdasssurya contactcentreserviceexcellenceaproposedconceptualframework AT fernandoyudi contactcentreserviceexcellenceaproposedconceptualframework |