A process-centric performance management in a call center
Küçük Resim Yok
Tarih
2023
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Springer
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
Discovering valuable information needs some extra focuses on business processes. Although data-centric techniques yield useful results, they are insufficient to explain the causes of the problems in the process. This study aims to reveal the relationship between customer satisfaction and other key performance indicators (KPIs) affected by the activities performed during the call process. The research applies process mining, a pragmatic analysis to obtain meaningful insights through event logs. Several statistical analyses also support the process mining to test the statistical significance. The study showed that customer satisfaction is positively affected by average handle time and first call resolution, whereas staff mistakes diminish it. Moreover, problem solving is much more important than waiting in the system. Waitlisted and Waitlisted back activities are crucial elements of a call center system. Moreover, the research presents an insight for customers who give the same score after the call. It explains not only KPIs' effects but also reasons for giving satisfaction scores based on call process. Additionally, in previous studies, the customer satisfaction indicator was mainly emphasized, but other KPIs' effects on satisfaction level were ignored. This paper evaluates the impact of the identified KPIs on satisfaction in a process-oriented manner.
Açıklama
Anahtar Kelimeler
Process mining, Customer satisfaction, Performance indicators, Call center, Customer relations, Customer Satisfaction, Service, Voice, Tracking
