The identification of inbound call center agents’ competencies that are related to callers’ repurchase intentions
✍ Scribed by Manuel C.F. Pontes; Colleen O’Brien Kelly
- Publisher
- John Wiley and Sons
- Year
- 2000
- Tongue
- English
- Weight
- 144 KB
- Volume
- 14
- Category
- Article
- ISSN
- 1094-9968
No coin nor oath required. For personal study only.
✦ Synopsis
Increasingly, inbound call centers are being employed to manage customer complaints and maintain customer loyalty. The purpose of this research is to identify the customer relationship management and oral communication competencies of inbound call center agents that have a significant influence on callers' repurchase intentions. Previous research has typically obtained customers' retrospective evaluations of their experience with customer service employees. Unfortunately, a caller's memory for specific agent behaviors is likely to fade with delay. As a result, retrospective ratings of behaviors are likely to be inferred from the caller's overall perceptions of the service experience. Therefore, an expert supervisor's on-line observational measures of agent competencies