Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction

This research aims at developing a conceptual framework and valid prepositions on the impacts of Customer Relationship Management (CRM) dimensions of call center employees on inbound caller’s first call resolution and satisfaction. The researchers primarily use qualitative approach that involves de...

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Main Authors: Abdullateef, Aliyu Olayemi, Mohd Muktar, Sany Sanuri, Yusoff, Rushami Zien
Format: Conference or Workshop Item
Language:English
Published: 2010
Subjects:
Online Access:http://repo.uum.edu.my/4200/1/Ali.pdf
http://repo.uum.edu.my/4200/
http://cob.uum.edu.my/ictom
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spelling my.uum.repo.42002016-04-24T02:56:46Z http://repo.uum.edu.my/4200/ Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction Abdullateef, Aliyu Olayemi Mohd Muktar, Sany Sanuri Yusoff, Rushami Zien HD28 Management. Industrial Management This research aims at developing a conceptual framework and valid prepositions on the impacts of Customer Relationship Management (CRM) dimensions of call center employees on inbound caller’s first call resolution and satisfaction. The researchers primarily use qualitative approach that involves detail literature reviews of academic literatures and industry reports on CRM and customer contact centers. The extant literatures suggest that there exist positive relationship between CRM dimensions, perceived service quality, inbound first call resolution and caller satisfaction. Given that this paper is based on qualitative approach, there is need to embark on empirical data gathering to validate the conceptual model presented. Evidence from existing literatures have established that for call centers to achieve operational efficiency in its perceived service quality, first call resolution and caller satisfaction, managements of contact centers need to integrate CRM dimensions into its operations’ measurement practices. This research extensively review existing literatures on CRM dimensions and measurements,specifically how it impact the contact center industry. It primarily avails both the academic and contact center management the benefits that are inherent in measuring the impact of CRM dimensions on perceived service quality, inbound first call resolution and caller satisfaction. The research finally proposed a model for future empirical testing. 2010-07 Conference or Workshop Item NonPeerReviewed application/pdf en http://repo.uum.edu.my/4200/1/Ali.pdf Abdullateef, Aliyu Olayemi and Mohd Muktar, Sany Sanuri and Yusoff, Rushami Zien (2010) Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction. In: 2nd International Conference on Technology and Operations Management (ICTOM), 5 - 7 July 2010 , Bayview Hotel, Langkawi. (Unpublished) http://cob.uum.edu.my/ictom
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Abdullateef, Aliyu Olayemi
Mohd Muktar, Sany Sanuri
Yusoff, Rushami Zien
Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction
description This research aims at developing a conceptual framework and valid prepositions on the impacts of Customer Relationship Management (CRM) dimensions of call center employees on inbound caller’s first call resolution and satisfaction. The researchers primarily use qualitative approach that involves detail literature reviews of academic literatures and industry reports on CRM and customer contact centers. The extant literatures suggest that there exist positive relationship between CRM dimensions, perceived service quality, inbound first call resolution and caller satisfaction. Given that this paper is based on qualitative approach, there is need to embark on empirical data gathering to validate the conceptual model presented. Evidence from existing literatures have established that for call centers to achieve operational efficiency in its perceived service quality, first call resolution and caller satisfaction, managements of contact centers need to integrate CRM dimensions into its operations’ measurement practices. This research extensively review existing literatures on CRM dimensions and measurements,specifically how it impact the contact center industry. It primarily avails both the academic and contact center management the benefits that are inherent in measuring the impact of CRM dimensions on perceived service quality, inbound first call resolution and caller satisfaction. The research finally proposed a model for future empirical testing.
format Conference or Workshop Item
author Abdullateef, Aliyu Olayemi
Mohd Muktar, Sany Sanuri
Yusoff, Rushami Zien
author_facet Abdullateef, Aliyu Olayemi
Mohd Muktar, Sany Sanuri
Yusoff, Rushami Zien
author_sort Abdullateef, Aliyu Olayemi
title Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction
title_short Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction
title_full Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction
title_fullStr Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction
title_full_unstemmed Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction
title_sort conceptual model of the impacts of crm dimensions of call center employees on caller's first call resolution and satisfaction
publishDate 2010
url http://repo.uum.edu.my/4200/1/Ali.pdf
http://repo.uum.edu.my/4200/
http://cob.uum.edu.my/ictom
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score 13.144533