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Title: Empirical investigation on the influence of employee related and service quality attributes on prioritised key performance indicators in Indian call centres
Researcher: Sheik manzoor A K
Guide(s): Shahabudeen P
Keywords: Analytic hierarchy process
Call centre
Computer telephony integration
Indian call centre
Key performance indicators
Service quality
Upload Date: 10-Oct-2014
University: Anna University
Completed Date: 01/09/2013
Abstract: A call centre is often operated through an extensive open workspace for call centre agents with work stations that include a computer for each agent a telephone set headset connected to a telecom switch and one or more supervisor stations It can be independently operated or networked with additional centres often linked to a corporate computer network including mainframes microcomputers and LANs Increasingly the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration The main focus of the study is to empirically investigate the influence of the employee related factors and service quality attributes on most preferred Key Performance Indicator specific to Indian call centre This research was done in two phases Identification of preferred KPI with reference to Indian call centres Empirical analysis on the influencing factors of preferred KPI Key Performance Indicator is a means to assess an organization s current position and it is useful in future strategy and planning
Pagination: xviii, 168p.
Appears in Departments:Faculty of Management Studies

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02_certificate.pdf6.03 kBAdobe PDFView/Open
03_abstract.pdf11.28 kBAdobe PDFView/Open
04_acknowledgement.pdf6.91 kBAdobe PDFView/Open
05_contents.pdf35.79 kBAdobe PDFView/Open
06_chapter1.pdf98.49 kBAdobe PDFView/Open
07_chapter2.pdf146.78 kBAdobe PDFView/Open
08_chapter3.pdf63.32 kBAdobe PDFView/Open
09_chapter4.pdf114.8 kBAdobe PDFView/Open
10_chapter5.pdf148.38 kBAdobe PDFView/Open
11_chapter6.pdf67.02 kBAdobe PDFView/Open
12_chapter7.pdf71.21 kBAdobe PDFView/Open
13_chapter8.pdf27.09 kBAdobe PDFView/Open
14_appendix.pdf108.12 kBAdobe PDFView/Open
15_references.pdf42.19 kBAdobe PDFView/Open
16_publications.pdf6.58 kBAdobe PDFView/Open
17_vitae.pdf6.46 kBAdobe PDFView/Open

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