Enhancing Customer Statisfaction through Improved Customer Call Center Services

Abstract

The advent of the 21st century has brought with it numerous technological advancements that were, a couple of decades earlier, and considered to be beyond the realms of human imagination and capabilities. The development and success of GSM has been an outstanding example of international enterprise in action. Operators, governments and manufacturers have come together in a remarkable venture that has created a new, dynamic and genuinely global telecommunications market. It's an example of co-operation that has affected, and will continue to affect, the lives of millions both socially and economically. We can now claim to cover 30% of the world-wide wireless market. But it won't stop there. Suffice it to say that across the world, every second of the day, someone new is signing on to a GSM network. This case study is directed to the customer services (call centers and support centers) of Mobilink, discussing the problem areas, their root causes, the shortfalls in practices and the recommendations for the improvement and rectification of these factors. The main approach is Business process re-engineers, Team leaders and managers of call centers, along with gathering surveys taken by Mobilink from their customers. Through the analysis of the information gathered, the researcher was able to identify the factors creating problems regarding the services provided by the call centers. Detailed interpretations of data gathered and their analysis has been done to the best of the abilities. At the end of the study, recommendations are mentioned, which are derived from the survey of call centers.