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    Improving quality and agent's performance in Bangkok call centres 

    Aruna Chawla; Srobol Smutkupt (Assumption University Press, 2019)

    Quality in the call center industry is one of the major objectives difficult to achieve when considering call center agents, with their need to find a balance between the number of calls received, average handling time of calls, or post wrap-up time in each call. The focal firm, AURSA Company, realizes the importance of helping agents to develop and deliver the right kind of quality to customers on call. From data analysis, the researcher found that the company’s call center agents’ performance ...