A study of strategic call center management: Relationship between key performance indicators and customer satisfaction

European Journal of Social Sciences

Volumn 6, Issue 2, 2008, Pages 268-276

  Cheong, Ki Ju ^a   Kim, Jae Jon ^a   So, Soon Hu ^b  

^a Chonnam National University   (South Korea)

^b Wonkwang University   (South Korea)

Author keywords

Call Center; Customer satisfaction; Key performance indicators

Indexed keywords

EID: 53649105888     PISSN: 14502267     EISSN: 14502267     Source Type: Journal    
DOI: None     Document Type: Article

References (11)

1. Kiju Cheong, JaeJon Kim, Il Ryu, Soon-Hoo So and Deuk Park (2004), "Study on the Influential Factors for the Outcome of Call Center," Journal of Korea Information Strategy Society, Vol. 7, No. 2, pp. 101-110.
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6. Anton, J. (2000), "The past, present, and future of customer access centers," International Journal of Services Management, Vol. 11, pp. 120-130.
7. Feinberg, R.A., Kim, I.S., Hokama, L., Ruyter, K., and Keen, C. (2000), "Operational determinants of caller satisfaction in the call center," International Journal of Service Industry Management, Vol. 11, No. 2, pp. 131-141.
8. Feinberg, R.A., Hokama, L., Kadam, R., and Kim, I.S. (2002), "Operational determinants of caller satisfaction in ther banking/ financial services call center," International Journal of Bank Marketing, Vol. 20, No. 4, pp. 174-180.
9. Genesys Telecommunications Labs (2007), Genesys Global Consumer Survey Report.
10. Tax, S.S., Brown, S,W., and Chandrashekaran, M. (1098), "Customer Evaluations of Service Complaint Experiences," Journal of Marketing, Vol. 66, No. 2, pp. 60-76.
11. http://www.callcenter.or.kr/english/(Korea Call Center Industry Research Center)