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Operational determinants of caller satisfaction in the call center

Richard A. Feinberg (Purdue University, West Lafayette, Indiana, USA)
Ik‐Suk Kim (Purdue University, West Lafayette, Indiana, USA)
Leigh Hokama (Purdue University, West Lafayette, Indiana, USA)
Ko de Ruyter (Maastricht University, Maastricht, The Netherlands)
Cherie Keen (Maastricht University, Maastricht, The Netherlands)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 May 2000

Abstract

There has been, and will be, a spectacular growth in the number of call centers on both sides of the Atlantic. So far, however, empirical evidence is lacking as to the operational determinants of caller satisfaction in call centers, despite the multitude of call performance metrics registered in many call centers. Undertakes an empirical assessment of the relationship between caller satisfaction and a number of critical variables. The results are astonishing. Of all the critical operational determinants only “percentage of calls closed on first contact” and “average abandonment” have a significant, albeit weak, influence on caller satisfaction. Concludes, therefore, with a call for more research into reliable and valid predictors of caller satisfaction.

Keywords

Citation

Feinberg, R.A., Kim, I., Hokama, L., de Ruyter, K. and Keen, C. (2000), "Operational determinants of caller satisfaction in the call center", International Journal of Service Industry Management, Vol. 11 No. 2, pp. 131-141. https://doi.org/10.1108/09564230010323633

Publisher

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MCB UP Ltd

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