Improving Customer Retention Through Service Quality At Call Centers
نویسندگان
چکیده
منابع مشابه
Impact of Customer Service Practices on Customer Satisfaction and Retention
In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...
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The success of the Internet retailer Amazon.com depends on its providing high-quality customer service. Amazon.com’s customer service operations consist of internally and externally managed contact centers. Amazon.com must size its contact centers appropriately, deciding about hiring and training at internally managed centers, and the volume of voice calls and e-mail messages to allocate to ext...
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Companies competing in today’s global economy are challenged by two critical yet conflicting issues related to their supply chains. On one hand, they are under ongoing pressure to reduce operational and inventory costs, which requires keeping inventory levels low. On the other hand, they must achieve a high customer service level by having inventory available when and where the customer wants i...
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In the 21 st century, the new economy is becoming increasingly customer centric. Customer retention is considered one of the main relationship marketing concepts concerned with developing and maintaining a long-term customer-firm relationship. The importance of customer retention has increased since a majority of firms started to suffer a noticeable loss of customers, along with the complexity ...
متن کاملService-Level Variability of Inbound Call Centers
In practice, call center service levels are reported over periods of nite length that are usually no longer than 24 hours. In such small periods the service level has a large variability. It is therefore not su£cient to base sta£ng decisions only on the expected value of the service level. In this paper we consider the classicalM/M/s queueing model that is o en used in call centers. We develop...
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ژورنال
عنوان ژورنال: International Journal of Management & Information Systems (IJMIS)
سال: 2011
ISSN: 2157-9628,1546-5748
DOI: 10.19030/ijmis.v14i3.842