DETERMINATION OF THE OPTIMAL CONTROLLABLE KEY INDICATOR OF CALL CENTER IN ORDER TO INCREASE EFFICIENCY FOR GENERATING INCOME
This paper focuses on call centers, which have become a common means of communication with potential customers in various companies. Specifically, this paper analyzes call center data and the importance of assessing key indicators for evaluating call center performance. The questions this paper addr...
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| Format: | Article |
| Language: | English |
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Astana IT University
2023-09-01
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| Series: | Scientific Journal of Astana IT University |
| Subjects: | |
| Online Access: | https://journal.astanait.edu.kz/index.php/ojs/article/view/348 |
| _version_ | 1797635314488967168 |
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| author | Beibut Amirgaliyev Meruyert Abdirakhmanova Zharasbek Baishemirov Gulzhan Yegemberdiyeva |
| author_facet | Beibut Amirgaliyev Meruyert Abdirakhmanova Zharasbek Baishemirov Gulzhan Yegemberdiyeva |
| author_sort | Beibut Amirgaliyev |
| collection | DOAJ |
| description | This paper focuses on call centers, which have become a common means of communication with potential customers in various companies. Specifically, this paper analyzes call center data and the importance of assessing key indicators for evaluating call center performance. The questions this paper addresses are the criteria for evaluating call center quality and the methods for analyzing call center data. Previous research has shown the significance of call centers as the "face of the company," with the quality of their work reflecting how efficiently a company will serve its customers ' requests in the future. The main goal of this paper is to fill a gap in previous research by identifying the main controlled key indicator for call center quality and to suggest ways to improve efficiency. By using analytical methods to examine call center data, this paper identifies the most important criteria for call center quality and provides recommendations for enhancing service quality.
The main findings of this paper show the importance of call center operator performance in determining call center performance which affects company revenue. By evaluating key indicators such as the number of operators, this paper demonstrates how call centers can reduce service costs and improve efficiency. During the analysis using call center data for two years, it turned out that the company had expenses 1/3 of the total amount of maintenance compared to the previous year, which is not effective in terms of economy. Operational planning has a direct impact on operators’ costs and the main cost component is the hourly cost of operators. If optimal planning turns out to be at least 10% better than the arrangement set in the call center, company will save a good amount. The significance of this paper lies in its potential to improve the quality of service in call centers and its contribution to the field of customer service management. By providing insight into the importance of call center efficiency, this research offers recommendations for predicting the optimal number of operators to improve the customer experience with reducing service costs. |
| first_indexed | 2024-03-11T12:19:24Z |
| format | Article |
| id | doaj.art-1825eb51cbd046a18715c4d54fc8ff42 |
| institution | Directory Open Access Journal |
| issn | 2707-9031 2707-904X |
| language | English |
| last_indexed | 2024-03-11T12:19:24Z |
| publishDate | 2023-09-01 |
| publisher | Astana IT University |
| record_format | Article |
| series | Scientific Journal of Astana IT University |
| spelling | doaj.art-1825eb51cbd046a18715c4d54fc8ff422023-11-07T04:15:08ZengAstana IT UniversityScientific Journal of Astana IT University2707-90312707-904X2023-09-0151510.37943/15SNLS1783343DETERMINATION OF THE OPTIMAL CONTROLLABLE KEY INDICATOR OF CALL CENTER IN ORDER TO INCREASE EFFICIENCY FOR GENERATING INCOMEBeibut Amirgaliyev0https://orcid.org/0000-0003-0355-5856Meruyert Abdirakhmanova1https://orcid.org/0009-0009-2155-6589Zharasbek Baishemirov2https://orcid.org/0000-0002-4812-4104Gulzhan Yegemberdiyeva3https://orcid.org/0000-0003-1074-4284Astana IT UniversityAstana IT UniversityAbai Kazakh National Pedagogical UniversityAstana IT UniversityThis paper focuses on call centers, which have become a common means of communication with potential customers in various companies. Specifically, this paper analyzes call center data and the importance of assessing key indicators for evaluating call center performance. The questions this paper addresses are the criteria for evaluating call center quality and the methods for analyzing call center data. Previous research has shown the significance of call centers as the "face of the company," with the quality of their work reflecting how efficiently a company will serve its customers ' requests in the future. The main goal of this paper is to fill a gap in previous research by identifying the main controlled key indicator for call center quality and to suggest ways to improve efficiency. By using analytical methods to examine call center data, this paper identifies the most important criteria for call center quality and provides recommendations for enhancing service quality. The main findings of this paper show the importance of call center operator performance in determining call center performance which affects company revenue. By evaluating key indicators such as the number of operators, this paper demonstrates how call centers can reduce service costs and improve efficiency. During the analysis using call center data for two years, it turned out that the company had expenses 1/3 of the total amount of maintenance compared to the previous year, which is not effective in terms of economy. Operational planning has a direct impact on operators’ costs and the main cost component is the hourly cost of operators. If optimal planning turns out to be at least 10% better than the arrangement set in the call center, company will save a good amount. The significance of this paper lies in its potential to improve the quality of service in call centers and its contribution to the field of customer service management. By providing insight into the importance of call center efficiency, this research offers recommendations for predicting the optimal number of operators to improve the customer experience with reducing service costs.https://journal.astanait.edu.kz/index.php/ojs/article/view/348call centerindicatorsoperatorcall service centerdata analysismachine learningcall center qualityoptimization |
| spellingShingle | Beibut Amirgaliyev Meruyert Abdirakhmanova Zharasbek Baishemirov Gulzhan Yegemberdiyeva DETERMINATION OF THE OPTIMAL CONTROLLABLE KEY INDICATOR OF CALL CENTER IN ORDER TO INCREASE EFFICIENCY FOR GENERATING INCOME Scientific Journal of Astana IT University call center indicators operator call service center data analysis machine learning call center quality optimization |
| title | DETERMINATION OF THE OPTIMAL CONTROLLABLE KEY INDICATOR OF CALL CENTER IN ORDER TO INCREASE EFFICIENCY FOR GENERATING INCOME |
| title_full | DETERMINATION OF THE OPTIMAL CONTROLLABLE KEY INDICATOR OF CALL CENTER IN ORDER TO INCREASE EFFICIENCY FOR GENERATING INCOME |
| title_fullStr | DETERMINATION OF THE OPTIMAL CONTROLLABLE KEY INDICATOR OF CALL CENTER IN ORDER TO INCREASE EFFICIENCY FOR GENERATING INCOME |
| title_full_unstemmed | DETERMINATION OF THE OPTIMAL CONTROLLABLE KEY INDICATOR OF CALL CENTER IN ORDER TO INCREASE EFFICIENCY FOR GENERATING INCOME |
| title_short | DETERMINATION OF THE OPTIMAL CONTROLLABLE KEY INDICATOR OF CALL CENTER IN ORDER TO INCREASE EFFICIENCY FOR GENERATING INCOME |
| title_sort | determination of the optimal controllable key indicator of call center in order to increase efficiency for generating income |
| topic | call center indicators operator call service center data analysis machine learning call center quality optimization |
| url | https://journal.astanait.edu.kz/index.php/ojs/article/view/348 |
| work_keys_str_mv | AT beibutamirgaliyev determinationoftheoptimalcontrollablekeyindicatorofcallcenterinordertoincreaseefficiencyforgeneratingincome AT meruyertabdirakhmanova determinationoftheoptimalcontrollablekeyindicatorofcallcenterinordertoincreaseefficiencyforgeneratingincome AT zharasbekbaishemirov determinationoftheoptimalcontrollablekeyindicatorofcallcenterinordertoincreaseefficiencyforgeneratingincome AT gulzhanyegemberdiyeva determinationoftheoptimalcontrollablekeyindicatorofcallcenterinordertoincreaseefficiencyforgeneratingincome |