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Customer satisfaction and call centers: an Australian study

Lynne Bennington (La Trobe University, Victoria, Australia)
James Cummane (The Value Creation Group, Victoria, Australia)
Paul Conn (Centrelink, Canberra, Australia)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 May 2000

Abstract

Call centers are growing at unprecedented rates, yet relatively little is known about customer satisfaction with this method of service delivery. Therefore, a review of the advantages and disadvantages of call centers is provided before reporting on a study carried out with users of a very large human services call center network. The results indicate that customers have slightly higher satisfaction levels with in‐person services than with call center services. Although it was predicted that older customers might be more dissatisfied with call centers than younger customers, this was not borne out by the data. Attributes of a best‐in‐the‐world call center operation are provided to guide those who design and manage call center services.

Keywords

Citation

Bennington, L., Cummane, J. and Conn, P. (2000), "Customer satisfaction and call centers: an Australian study", International Journal of Service Industry Management, Vol. 11 No. 2, pp. 162-173. https://doi.org/10.1108/09564230010323723

Publisher

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MCB UP Ltd

Copyright © 2000, MCB UP Limited