Improving contact center cost efficiency and customer experience in a retail company

Detalhes bibliográficos
Autor(a) principal: Oliveira, Guilherme da Silva Correia de
Data de Publicação: 2014
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/11790
Resumo: A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics
id RCAP_2c7a23b4fd02959c120b3971e587e572
oai_identifier_str oai:run.unl.pt:10362/11790
network_acronym_str RCAP
network_name_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository_id_str 7160
spelling Improving contact center cost efficiency and customer experience in a retail companyContact center servicesRetail iIndustryEfficiency improvement solutionsCost savingA Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and EconomicsThe purpose of this Work Project is to recommend feasible solutions aimed to decrease the costs of a Retail Company Contact Center associated to the high volume of inbound calls. In order to promote a higher impact on the volume of calls reduction, the Work Project focuses on the Portuguese Customers contacts regarding repair processes within the defined period for the Company to proceed with the repair and centers the research on a profound understanding of the main motivations for the Customers to call. The proposed solutions diverse from Stores and Contact Center new specific training modules to specific actions as a follow up SMS adapted to the different types of processes, a new IVR, among others. For the solutions which are possible to compute a cost-benefit analysis, the annual savings may reach values between 41.500€ and 47.100€ for the Company.NSBE - UNLMarques, CarlosRUNOliveira, Guilherme da Silva Correia de2014-03-21T19:15:11Z2014-012014-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/11790TID:201524180enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T03:46:26Zoai:run.unl.pt:10362/11790Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:20:32.355300Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Improving contact center cost efficiency and customer experience in a retail company
title Improving contact center cost efficiency and customer experience in a retail company
spellingShingle Improving contact center cost efficiency and customer experience in a retail company
Oliveira, Guilherme da Silva Correia de
Contact center services
Retail iIndustry
Efficiency improvement solutions
Cost saving
title_short Improving contact center cost efficiency and customer experience in a retail company
title_full Improving contact center cost efficiency and customer experience in a retail company
title_fullStr Improving contact center cost efficiency and customer experience in a retail company
title_full_unstemmed Improving contact center cost efficiency and customer experience in a retail company
title_sort Improving contact center cost efficiency and customer experience in a retail company
author Oliveira, Guilherme da Silva Correia de
author_facet Oliveira, Guilherme da Silva Correia de
author_role author
dc.contributor.none.fl_str_mv Marques, Carlos
RUN
dc.contributor.author.fl_str_mv Oliveira, Guilherme da Silva Correia de
dc.subject.por.fl_str_mv Contact center services
Retail iIndustry
Efficiency improvement solutions
Cost saving
topic Contact center services
Retail iIndustry
Efficiency improvement solutions
Cost saving
description A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics
publishDate 2014
dc.date.none.fl_str_mv 2014-03-21T19:15:11Z
2014-01
2014-01-01T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/11790
TID:201524180
url http://hdl.handle.net/10362/11790
identifier_str_mv TID:201524180
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv NSBE - UNL
publisher.none.fl_str_mv NSBE - UNL
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
_version_ 1799137846210068480

Registros relacionados