Contact Centre Service Excellence: A Proposed Conceptual Framework

This paper aims to develop a proposed conceptual framework that can be used in studying the determinants of contact centre service excellence for the continuously growing contact centre business globally. A content analysis method is performed on a range of English-written published papers between 1...

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Main Authors:	Dharamdass, Surya, Fernando, Yudi
Format:	Article
Language:	English
Published:	Inderscience Enterprises Ltd. 2018
Subjects:	HD Industries. Land use. Labor
Online Access:	http://umpir.ump.edu.my/id/eprint/20436/ http://umpir.ump.edu.my/id/eprint/20436/ http://umpir.ump.edu.my/id/eprint/20436/ http://umpir.ump.edu.my/id/eprint/20436/1/fim-2017-yudi-Contact%20Centre%20Service%20Excellence.pdf

id	ump-20436
recordtype	eprints
spelling	ump-204362018-10-09T05:02:09Z http://umpir.ump.edu.my/id/eprint/20436/ Contact Centre Service Excellence: A Proposed Conceptual Framework Dharamdass, Surya Fernando, Yudi HD Industries. Land use. Labor This paper aims to develop a proposed conceptual framework that can be used in studying the determinants of contact centre service excellence for the continuously growing contact centre business globally. A content analysis method is performed on a range of English-written published papers between 1993 and 2014 to explore the proposed determinants of contact centre service excellence. The primary observation shows that there is limited academic literature in this area. The findings from the distillation of the proposed determinants of contact centre service excellence in essence suggest that there should be a high focus on the people - customer service agents (CSAs) hiring criteria, training and development, reward system, team structure and the cross-functional coordination process. The implication to future researchers is to focus on these determinants to better understand the impact on service excellence. For practitioners, the implication is to consider reviewing the current determinants used in their organisations to achieve service excellence and consider adopting the proposed determinants Inderscience Enterprises Ltd. 2018 Article PeerReviewed pdf en http://umpir.ump.edu.my/id/eprint/20436/1/fim-2017-yudi-Contact%20Centre%20Service%20Excellence.pdf Dharamdass, Surya and Fernando, Yudi (2018) Contact Centre Service Excellence: A Proposed Conceptual Framework. International Journal of Services and Operations Management, 29 (1). pp. 18-41. ISSN 1744-2389 http://dx.doi.org/10.1504/IJSOM.2018.10009101 doi: 10.1504/IJSOM.2018.10009101
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Malaysia Pahang
building	UMP Institutional Repository
collection	Online Access
language	English
topic	HD Industries. Land use. Labor
spellingShingle	HD Industries. Land use. Labor Dharamdass, Surya Fernando, Yudi Contact Centre Service Excellence: A Proposed Conceptual Framework
description	This paper aims to develop a proposed conceptual framework that can be used in studying the determinants of contact centre service excellence for the continuously growing contact centre business globally. A content analysis method is performed on a range of English-written published papers between 1993 and 2014 to explore the proposed determinants of contact centre service excellence. The primary observation shows that there is limited academic literature in this area. The findings from the distillation of the proposed determinants of contact centre service excellence in essence suggest that there should be a high focus on the people - customer service agents (CSAs) hiring criteria, training and development, reward system, team structure and the cross-functional coordination process. The implication to future researchers is to focus on these determinants to better understand the impact on service excellence. For practitioners, the implication is to consider reviewing the current determinants used in their organisations to achieve service excellence and consider adopting the proposed determinants
format	Article
author	Dharamdass, Surya Fernando, Yudi
author_facet	Dharamdass, Surya Fernando, Yudi
author_sort	Dharamdass, Surya
title	Contact Centre Service Excellence: A Proposed Conceptual Framework
title_short	Contact Centre Service Excellence: A Proposed Conceptual Framework
title_full	Contact Centre Service Excellence: A Proposed Conceptual Framework
title_fullStr	Contact Centre Service Excellence: A Proposed Conceptual Framework
title_full_unstemmed	Contact Centre Service Excellence: A Proposed Conceptual Framework
title_sort	contact centre service excellence: a proposed conceptual framework
publisher	Inderscience Enterprises Ltd.
publishDate	2018
url	http://umpir.ump.edu.my/id/eprint/20436/ http://umpir.ump.edu.my/id/eprint/20436/ http://umpir.ump.edu.my/id/eprint/20436/ http://umpir.ump.edu.my/id/eprint/20436/1/fim-2017-yudi-Contact%20Centre%20Service%20Excellence.pdf
first_indexed	2023-09-18T22:29:27Z
last_indexed	2023-09-18T22:29:27Z
_version_	1777416187728101376

Contact Centre Service Excellence: A Proposed Conceptual Framework

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