Empirical investigation on the influence of employee related and service quality attributes on prioritised key performance indicators in Indian call centres

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