Telecom Call Center Research Technology Essay Example for Free

Telecom Call Center Research engineering EssayAccording to Malhotra (2004 5-6) interview is defined as an unstructured, direct private interview to uncover the vestigial motivation, beliefs, attitudes and feelings on a topic. Thus if interviews argon exampled in this case the gains will be love roughly response from answerings, 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 accredited time data is difficult to interpret, respondents bias exchangeable personal opinion concerning matter at hand, its chiefly time consuming. Survey entail a structured questionnaire given to warning tribe and designed to derive specific info from respondents. Three method actings exist in discipline i. Telephone interview- involves come up to ing a sample of respondents and asking them a series of questions. ii. Personal interviewing- spate be by dint of face to face, mall intercepted, ready reckoner assisted interview.iii. 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 accept respondents unwilling to provide craved in take formation, none response to sensitive or personal questions, failure to suffer certain personas of data as beliefs and attitude due to fixed response alternatives.According to Zbikowski,(2007) there are five KPIs that determine the carrying out of a echo center and they are cost per call, customer satisfaction, first contact resolution rate, agent utilization and aggregate call center performance. Thus in a call center, the most effec tive cost metric is cost per contact, and the best indicator of forest is customer satisfaction. Customer satisfaction is affected by a whole range of other performance variables, including Average Speed of Answer (ASA), Call Quality, and Handle Time, but the single biggest driver of customer satisfaction, by far, is, first contact resolution rate.The KPIs are effective as they handle customer ask from the time they make first contact to the call center to during the conversation and all the process that accept up to them ending the call. Research design is a plan according to which research participants are chosen, information collected and data analysis and interpretation done. (Kotler et . al, 2006 100-105). This case the appropriate design to be used is descriptive take in and both qualitative and quantitative flak.According to Malhotra et al (1996 10-12), a descriptive study has its target area as a description of something in regards to who, what, where and how of a phe nomenon which is the concern of the current study. The researcher should use survey method (questionnaires) to collect information from the respondents which will be recorded and findings reported. (Kotler et . al, 199920-25) explains that interviews are a technique that is originally used to gain an understanding of the underlying reasons and motivations for peoples attitudes, preferences or behaviors.He further explains that they are good in that are completed and immediate, use recording equipment, good response rate, possible in- learning questions, ignore investigate motives and feelings among others. These qualities of interviews facilitate the accurate collection of needed data as interviewee is on the spotlight indeed tendency to relay accurate information. The main limitation of descriptive study is that you cannot identify the cause back a phenomenon you can just describe and report the observation.Informal Questions The following sets of questions are to be responded to by a manager of a call center. 1) Are call centers profitable to organizations? This is to establish if call centers are really needed. 2) What are the challenges of running call centers? To get the feel of the every day hustles at the call centers. 3) Are there any frequently asked questions from the customers? To identify if they keep a database of constantly asked questions (record keeping). 4) Is industry free-enterprise(a)?Establish if center is analyses there markets for factors that can affect there profitability 5) What is the level of innovation in the industry? To find out if the centers are constantly looking for better technologies to serve their customers. 6) What is level of polity from concerned ministries? To establish if there set minimum threshold by the government they are needful to abide by. Data Collection Mugenda (1999 46-58) there exits two broad types of data collection methods primary and unoriginal data.Where possible, data should be collected from several sources to crosscheck for errors. Primary data is data originated by the researcher for the offer of research problem, this could be through observation, focus groups, depth interview and survey methods. Secondary data is the type collected for other purposes other than the problem at hand. Secondary Data- can be further dual-lane into external and internal data. Internal data is data available within the organization for which research is beingness conducted.In this case any information gathered from visit of one or numerous call centers is classified internal data. External data is data that originates from sources outside the organization, like from journals, books, newspapers, reports, magazines periodicals. For our case external sources form the backbone of all the data which translates into information regarding this research problem. Data Sampling Malhotra (2004 20-33) data sampling is a definite plan for obtaining facts from a given population, its normally done so as to reduce turning of subjects to be studied.Sampling method can any be chance based or non probability based. Probability based is a random sampling technique where every item of the population has an disturb chance of inclusion in sample. Under probability based the researcher can use practice bundling sampling because its used when impossible to obtain a sampling frame because population is either too big or scattered over a large geographical area like collection of data from numerous call centers. Non probability is a method where the chance of selecting a population element is unknown.Under non probability researcher can use purposive sampling because it allows researcher to use cases that have required information with respect to the research problem, or snowball sampling where identified subjects with the desired characteristics help name others that they know have the required characteristics until researcher gets the number of cases he/she wants. Surveys Interviews Orodho (200015-18) explains that the choice of method is influenced by the data collection strategy, the type of variable, the accuracy required, the collection point and the skill of the enumerator.Call centers data is constantly changing and thus data collection should be conducted at sufficient intervals. Malhotra (2004 6-7) For interviews the use of depth interviews will be appropriate which is an unstructured direct, personal interview in which a single respondent is probed by an interviewer to uncover underlying motivation, beliefs, attitudes and feelings on a topic. The use of structured questionnaires assist to collect some other data that interviews could not collect, thus avoidance of redundancy and errors. Research is basically collection of as much relevant raw data as possible and analysis of it to information.Mostly the upside is the personal gain in knowledge discover findings/statistics, personal/societal recognition and some financial gain. The downside can be poss ession of information that can be a security risk, financial constrains and time wariness issues. Research therefore only lays down the facts the interpretation should on individual basis, like the recent study that shows persons are highly likely to contact diseases when taking a shower due to accumulation of little organisms together with rust at the head of the shower. (Harriet Copper February, 2006)References Donald, K. , and Delno, L. , (2006), Proposal and Thesis writing, Paulines Publications Africa, capital of Kenya, pp 156-158. Einwiller, S. and Will, M. (2002), Towards an integrated approach to corporate branding an empirical study, Corporate Communications, Vol. 7 No. 2, p. 100. Kotler, P. , Armstrong, G. , (2002, Principles of marketing, 11th ed. , Prentice Hall, speeding Saddle river. Kotler, P. , Armstrong, G. , Saunders, J. and Wong, V. (1999), Principles of Marketing, 2nd ed. , Prentice Hall, Harlow. Leonard, B. , Parasuraman, A. , and Zeithmal, V.(1993), Ten les sons of improving service quality, MSI report, Cambridge marketing science institute. 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