Uma investigação empírico-exploratória acerca da causalidade dos indicadores operacionais de call center com a satisfação dos clientes

• Autor(a) principal: Oliveira, Alexandre Ferreira
• Data de Publicação: 2006
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Institucional do FGV (FGV Repositório Digital)
• Texto Completo: http://hdl.handle.net/10438/4105
• topic: Call Center; Indicadores operacionais; Indicadores de desempenho; Satisfação do cliente; Qualidade; Performance measures; Operational indicators; Key performance indicators; Customer service; Customer satisfaction; Quality; Administração de empresas; Centros de atendimento ao cliente; Satisfação do consumidor; Serviço ao cliente

Year after year the call center industry comes presenting high growth, either in Brazil or the world, using increasing contingent of people and receiving large amount of financial resources. Supporting all this industry, exists a theoretical reference that privileges the search of the improvement of diverse operational performance indicators. This study, empirically examines the relationship between caller satisfaction and diverse operational performance indicators currently used for call center management in Brazil. For in such a way, a group of telecommunications segment call centers will be used searching to determine which indicators are really more significantly correlated with the customer satisfaction. Of this form, it is aimed at to add new evidences and explanations to existing literature, in way that companies of call center industry can give a more adequate service to their customer, opposite to solely focus its efforts in the improvement of a great set of performance pointers that, effectively, can not become related with the customer satisfaction.