DETERMINATION OF THE OPTIMAL CONTROLLABLE KEY INDICATOR OF CALL CENTER IN ORDER TO INCREASE EFFICIENCY FOR GENERATING INCOME
Journal Title: Scientific Journal of Astana IT University - Year 2023, Vol 15, Issue 15
Abstract
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.
Authors and Affiliations
Beibut Amirgaliyev, Meruyert Abdirakhmanova, Zharasbek Baishemirov, Gulzhan Yegemberdiyeva
Keywords
Related Articles
- EP ID EP723055
- DOI -
- Views 41
- Downloads 1
MODEL OF POPULATION MIGRATION IN AGGLOMERATIONS WITHIN THE FRAMEWORK OF THE “SMART CITY” PARADIGM
The urban agglomeration is a multitude of united settlements according to economic, labor, cultural, household, and recreational characteristics. Agglomeration is perceived as an integral territorial union; therefore,...
MULTILEVEL HYBRID INFRASTRUCTURE PROGRAM MANAGEMENT
An analysis of trends in the development of infrastructure management systems shows that the key factors are reliability of implementation, efficiency in creating values and environmental harmonization. At the same time,...
Integrated Anti-risk Management of Conflicts of a Scientific Project in a Behavioral Economics
The object of the research is the processes of managing uncertainties such as risks, conflicts, and factors of behavioral economics which may have negative consequences for a scientific project. The study has revealed...
DEVELOPMENT OF INNOVATIVE DIGITAL TECHNOLOGIES FOR ENTERPRISE MANAGEMENT
The efficacy of the organization and corporate strategy are substantially impacted by enterprise resource planning (ERP) technologies. However, it might be difficult to manage and apply the anticipated benefits of ERP....
NATIONAL MODEL OF THE QUALITY ASSURANCE OF EDUCATION IN KAZAKHSTAN: FORMAT, TOOLS, AND REGULATORY MECHANISMS
In this article, the authors consider the quality assurance system at the national level. The normative legal acts of the Republic of Kazakhstan contributing to the development of quality assurance at the institutional...