Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction
This research aims at developing a conceptual framework and valid prepositions on the impacts of Customer Relationship Management (CRM) dimensions of call center employees on inbound caller’s first call resolution and satisfaction. The researchers primarily use qualitative approach that involves de...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
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2010
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| Online Access: | https://repo.uum.edu.my/id/eprint/4200/1/Ali.pdf |
| _version_ | 1803624799696584704 |
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| author | Abdullateef, Aliyu Olayemi Mohd Muktar, Sany Sanuri Yusoff, Rushami Zien |
| author_facet | Abdullateef, Aliyu Olayemi Mohd Muktar, Sany Sanuri Yusoff, Rushami Zien |
| author_sort | Abdullateef, Aliyu Olayemi |
| collection | UUM |
| description | This research aims at developing a conceptual framework and valid prepositions on the impacts of Customer Relationship Management (CRM) dimensions of call center employees on inbound caller’s first call resolution and satisfaction. The
researchers primarily use qualitative approach that involves detail literature reviews of academic literatures and industry reports on CRM and customer contact centers. The extant literatures suggest that there exist positive relationship between CRM dimensions, perceived service quality, inbound first call resolution and caller satisfaction. Given that this paper is based on qualitative approach, there is need to embark on empirical data gathering to validate the conceptual model presented.
Evidence from existing literatures have established that for call centers to achieve operational efficiency in its perceived service quality, first call resolution and
caller satisfaction, managements of contact centers need to integrate CRM dimensions into its operations’ measurement practices. This research extensively review existing literatures on CRM dimensions and measurements,specifically how it impact the contact center industry. It primarily avails both the academic and contact center management the benefits that are inherent in measuring the impact of CRM dimensions on perceived service quality, inbound first call resolution and caller satisfaction. The research finally proposed a model for future empirical testing. |
| first_indexed | 2024-07-04T05:24:07Z |
| format | Conference or Workshop Item |
| id | uum-4200 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:24:07Z |
| publishDate | 2010 |
| record_format | dspace |
| spelling | uum-42002016-04-24T02:56:46Z https://repo.uum.edu.my/id/eprint/4200/ Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction Abdullateef, Aliyu Olayemi Mohd Muktar, Sany Sanuri Yusoff, Rushami Zien HD28 Management. Industrial Management This research aims at developing a conceptual framework and valid prepositions on the impacts of Customer Relationship Management (CRM) dimensions of call center employees on inbound caller’s first call resolution and satisfaction. The researchers primarily use qualitative approach that involves detail literature reviews of academic literatures and industry reports on CRM and customer contact centers. The extant literatures suggest that there exist positive relationship between CRM dimensions, perceived service quality, inbound first call resolution and caller satisfaction. Given that this paper is based on qualitative approach, there is need to embark on empirical data gathering to validate the conceptual model presented. Evidence from existing literatures have established that for call centers to achieve operational efficiency in its perceived service quality, first call resolution and caller satisfaction, managements of contact centers need to integrate CRM dimensions into its operations’ measurement practices. This research extensively review existing literatures on CRM dimensions and measurements,specifically how it impact the contact center industry. It primarily avails both the academic and contact center management the benefits that are inherent in measuring the impact of CRM dimensions on perceived service quality, inbound first call resolution and caller satisfaction. The research finally proposed a model for future empirical testing. 2010-07 Conference or Workshop Item NonPeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/4200/1/Ali.pdf Abdullateef, Aliyu Olayemi and Mohd Muktar, Sany Sanuri and Yusoff, Rushami Zien (2010) Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction. In: 2nd International Conference on Technology and Operations Management (ICTOM), 5 - 7 July 2010 , Bayview Hotel, Langkawi. (Unpublished) http://cob.uum.edu.my/ictom |
| spellingShingle | HD28 Management. Industrial Management Abdullateef, Aliyu Olayemi Mohd Muktar, Sany Sanuri Yusoff, Rushami Zien Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction |
| title | Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction |
| title_full | Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction |
| title_fullStr | Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction |
| title_full_unstemmed | Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction |
| title_short | Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction |
| title_sort | conceptual model of the impacts of crm dimensions of call center employees on caller s first call resolution and satisfaction |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/4200/1/Ali.pdf |
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