IMPROVE THE CALL CENTER MANAGEMENT IN TELECOMMUNICATION INDUSTRY

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IMPROVE THE CALL CENTER MANAGEMENT IN TELECOMMUNICATION INDUSTRY

CHAPTER ONE

1.0 INTRODUCTION

1.1 BACKGROUND OF STUDY

Over the years the transformation of the world into a global village is on a faster rate; the tool necessary for the faster growth in transformation is communication with regards to the telecommunication industry.

In Nigeria today, telecommunication industry is fast growing more than other sectors; some of these industries include MTN, GLO, ETISALAT, ECONET etc. even with the growth in telecommunication, there are still some lapses in terms of its efficiency in rendering of services especially the call centers of various network providers. Although it still serve as the major source of information dissemination from various firms to their customers.

According to (Malhotra&Mukerjee, 2004) stated that call centers facilitate flow of information and communication between firms and their remote customers via the telephone. One of the advantages of call centers is that they allow company to build, maintain and manage customer relationships by providing solution to their problems and resolving complaints quickly Prahabkar, Sheehan, and Coppett (1997). Call centers are regarded as the focal point of all firms to answer questions by their customers every minute and hour of the day throughout the whole year.

This therefore calls for improvement of call for improvement of call center especially in the telecommunication industries in Nigeria so as to improve customer satisfaction and loyalty in the organization.

According to Holman, Batt and Holtgrewe, (2007), stated that the primary targets of call centers are business customers and the mass market. It was also said that about 75% of the call centers in the study served the general mass market where the volume of service and sales transaction are the highest. On the other hand, about 25% of the call centers serve business-to-business customers.

Various industries now employ the call center strategy. Telecommunication firms were the earliest to adopt the call center strategy to handle large volumes of customer enquiries efficiently. However, today, the financial sector is the largest user of call center. In the 1990s, a major transformation occurred in the financial sector in the operations of businesses. Other industries that currently use call centers include the telecommunications industry, utility industry including water and electricity, government agencies, municipal councils and various non-profitableorganizations.

Holman et al. (2007) found that 49% of call centers focused on services, while 30% of call centers focused on sales and services. The balance 21% focused on salesonly.There are two types of call centers: They are

(1) Inbound and

(2) Outbound. At least 79% of call centers are inbound - where they serve the organization’s own customers. Twenty- one percent of call centers on the other hand serve outbound customers.

The typical technologies used in most call centers are telephones, supplemented by fax and email. Some organizations though use advanced technologies such as a voice, email, fax, voice over internet protocol (VoIP), media blending, and electronic customer relationship management in their call centers.

Today the call center industry offers employment in various countries in these industries. In Holman et al.’s (2007) study of call centers in 17 countries alone the number of call center employees stood at 450,000. It is to this regard that the researcher wishes to study on how to improve the call center management in telecommunication industry.

1.2 STATEMENT OF PROBLEM

What really instigated the study improve the call center management in telecommunication industry is as a result of series of dissatisfaction from customers with the service provider. Some the major challenges facing the call center management is this issue of congestion. Secondly the speed of technology developments in the world constantly pressures organizations to upgrade their technological infrastructures. This is essential for call centers to keep in pace with other call centers that are fast picking up the outbound calls market.

1.3 AIMS AND OBJECTIVES OF STUDY

The main aim of the research work is to improve the call center management in telecommunication industry. The specific aim of the study includes:

  1. To examine the effect of improvement and innovation on call center management in telecommunication industry
  2. To examine the factors affecting the efficiency of call center management in telecommunication industry
  3. To examine the relationship between call center management and the performance of telecommunication industry
  4. To proffer solution to the issue facing call center management in telecommunication industry

1.4 RESEARCH QUESTION

In order to ascertain the above objectives, the study came up with the following research questions as follows:

  1. What is the effect of improvement and innovation on call center management in telecommunication industry?
  2. What are the factors affecting the efficiency of call center management in telecommunication industry?
  3. Is there any relationship between call center management and the performance of telecommunication industry?

1.5 STATEMENT OF RESEARCH HYPOTHESIS

Hypothesis 1

H0: call center management has no significant impact on the performance of telecommunication industry

H1: call center management has significant impact on the performance of telecommunication industry

1.6 SIGNIFICANCE OF STUDY

The study when completed will be of immense benefit to the telecommunication industry and other organization that have call center services, the study will also be of great importance to the citizen of Nigeria as am improvement in the call center in the telecommunication industry will improve the rate of communication among individuals in the country

1.7 SCOPE OF STUDY

The study on improve call center management in telecommunication industry will cover all the challenges faced by the telecommunication industry, the review of other works, and the benefit from knowledge.

1.8 LIMITATIONS OF STUDY

Financial constraint- Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).

Time constraint- The researcher will simultaneously engage in this study with other academic work. This consequently will cut down on the time devoted for the research work

1.9 DEFINITION OF TERMS

CALL CENTER:A call center or call center is a centralized office used for receiving or transmitting a large volume of requests by telephone. An inbound call center is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research

TELECOMMUNICATION:communication over a distance by cable, telegraph, telephone, or broadcasting.

 

 

 

 

 

 

 

 

REFERENCES

Allen N.J. and Meyer, J.P. (1990), “The measurement and antecedents of affective, continuance and normative commitment to the organization”, Journal of Occupational Psychology , Vol.63, 1-18.

Armistead, C. ,Kiely, J. , Hole ,L. and Prescott, J. (2002), “An exploration of managerial issues in call centers”, Managing Service Quality, Vol. 12 No 4, pp. 246-256.

Baard, P. P., Deci, E. L., and Ryan, R. M. (2004), Intrinsic need satisfaction: A motivational basis of performance and well-being in two work settings. Journal of Applied Social Psychology, Vol.34, 2045-2068.

Baron, R.M. and Kenny, D. A. (1986), “ The Moderator – Mediator Variable Distinction in Social Psychological Research : Conceptual, Strategic and Statistical Consideration”, Journal of Personality and Social Psychology, Vol. 51, No.6 1173- 1182..

 

Batt, R. and Moynihan, L. (2002), “The viability of alternative call center production models”, Human Resource Management Journal, Vol. 12 No. 4, pp. 14-34.

 

Bienstock, C.C., DeMoranville, C.W. and Smith, R.K. (2003), “ Organizational Citizenship Behaviour and Service Quality”, Journal of Services Marketing ,Vol. 17 No. 4  , pp 357- 378

 

 

IMPROVE THE CALL CENTER MANAGEMENT IN TELECOMMUNICATION INDUSTRY

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In Nigeria today, telecommunication industry is fast growing more than other sectors; some of these industries include MTN, GLO, ETISALAT, ECONET etc. even with the growth in telecommunication, there are still some lapses in terms of its efficiency in rendering of services especially the call centers of various network providers. Although it still serve as the major source of information dissemination from various firms to their customers... business management project topics

IMPROVE THE CALL CENTER MANAGEMENT IN TELECOMMUNICATION INDUSTRY

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  • CATEGORY : BUSINESS MANAGEMENT
  • TYPE : PROJECT MATERIAL
  • FORMAT : MICROSOFT WORD
  • ATTRIBUTE : Documentation Only
  • PAGES : 56 Pages
  • CHAPTERS : 1 - 5
  • PRICE : ₦ 3,000.00

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