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Employee and Customer Satisfaction through the Efficient Call Management Centre: An Overview

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  • Narzia Florin

    (London Metropolitan University, Great Britain)

Abstract

Customer satisfaction is the prime target of today’s profit making organization, and marketing discipline claims that customer satisfaction is the core concept for the efficient business. Call centre department in company easily enables the attraction of consumers to the company and sustaining the relationships with them. This article examines the effectiveness of call centre management by considering customers’ and employees’ satisfaction. This paper explores how call center department is operating in Bangladesh organizations and how to make it popular from the customers’ and employees’ perspective. Data were obtained from telecom and banking service companies. Results indicate that Customer Relationship Management can be done easily if we remove the employee's dissatisfaction, management problems related to handling the call center operations and technological deficiencies.

Suggested Citation

  • Narzia Florin, 2014. "Employee and Customer Satisfaction through the Efficient Call Management Centre: An Overview," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 3(3), pages 133-145.
    • Handle: RePEc:ods:journl:v:3:y:2014:i:3:p:133-145
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    Citations

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    Cited by:

    1. Marek Gnusowski, 2016. "Managing Customer Complaints in Professional Services," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 5(4), pages 236-240, November.
    2. M. M. Sulphey & Saji George, 2017. "A Study on the Relationship between Customer Satisfaction, Business Ethics and Certain Related Variables," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 6(1), pages 67-75, February.
    3. Sanjay Bahl, 2016. "Stress Management in Service Sector: A Case Study of Life Insurance Corporation of India," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 5(3), pages 137-148, August.
    4. Mihaela (Ștefan) Hint, 2018. "Quality as the Main Competitive Tool and Its Role in Accounting Performance: An Empirical Study in Lighting Equipment Industry," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 7(4), pages 201-213, November.
    5. Mihir Dash & Suprabha Bakshi & Aarushi Chugh, 2017. "The Relationship Between Work Experience and Employee Compensation: A Case Study of the Indian IT Industry," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 6(1), pages 5-10, February.

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