Call centres have become principal channels of communication with customers.\r\nTherefore, companies attempt to reduce costs and improve the quality of their interactions with customers simultaneously. These objectives are often conflicting and call centre managers struggle to balance the efficiency and quality priorities of the business. This study explored the key performance indicators that drive management practices in the South African call centre industry in the context of the dilemma between efficiency and quality. This study indicated that the dilemma between efficiency and quality is prevalent in South African call centres and that efficiency key performance indicators drive management practices.
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