Evaluation of Service Quality in a Call Center From the Employees Perspective

With the acceleration of competition, call centers, which have started to attract intense interest by businesses, are preferred in terms providing services easily and at speed desired customers. Call centers service organizations designed establish fast long-term relationships with customers through various communication tools. Developing a common understanding quality first contact point customer different standards regions, can be quite complicated because abstract included process. For this reason, should measured improved continuously. The purpose study is evaluate center as perceived its employees using servqual scale. data was obtained field adapted scale from affiliated state bank. In paper employees' perceptions expectation levels were according tangibles, reliability, responsiveness, assurance empathy dimensions gap scores (perceived-expectation) measurement result evaluated. Factor analysis, frequency distributions, correlation paired t-tests also used study. As statistically significant found sub-dimensions concrete features, responsiveness assurance.