Call Center Call Time And Service Quality Relational Study

Over the past twenty years, call centers have become a very important part of many companies' business operations; as a result the call center operation management issue is a hot topic in recent years. Many call center operation managements focus on:how to more accurate forecasting model of call volume; how to more reasonable telephone routing model; how to have an optimization model on quality monitoring and controlling? And all the call center manages are in pursuit of a same goal:service quality continuous improvement with the operational cost down. What's the relationship of service quality and operational cost? We must fully understand this before we want to solve their concerns.As we all know there are almost 60% operational cost are from the staff cost and we also know there is a direct relation between the personnel costs and people's productivities, and the call time is a major factor for the staff's productivity. Therefore the study between call time and service quality is a very interesting research, and which will provide the call center operation leader a good direction to maximize the people's productivities with the service quality improvement consistently.