Telecom call center research methodolgy

Telecom Call Center Research Technology

According to Malhotra (2004 : 5-6 ) interview is defined as an unstructured , direct personal interview to uncover the underlying motivation , beliefs , attitudes and feelings on a topic . Thus if interviews are used in this case the gains will be quick response from respondents , permits interviewer to delve deep into the topic , there is allowance to discuss confidential , sensitive even embarrassing issues concerning the topic , and good understanding of complicated behavior (consumer behavior . Interviews have also there following limitations there costly , analysis of real time data is difficult to

interpret respondents bias like personal opinion concerning matter at hand , its generally time consuming . Survey entail a structured questionnaire given to sample population and designed to elicit specific information from respondents . Three methods exist in survey

Telephone interview- involves calling a sample of respondents and asking them a series of questions

Personal interviewing- can be through face to face , mall intercepted computer assisted interview

Mail interview - questionnaire is mailed to pre selected potential respondents

Through survey : data collection is simpler through administration of questionnaires , data reliability as responses are limited to the alternatives stated , analysis , coding and interpretation is relatively simpler

Its shortcomings include respondents unwilling to provide desired information , none response to sensitive or personal questions , failure to capture certain types of data as beliefs and attitude due to fixed response alternatives

According to Zbikowski (2007 : there are five KPI`s that determine the performance of a call center and they are cost per call , customer satisfaction , first...