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A process-centric performance management in a call center

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Abstract

Discovering valuable information needs some extra focuses on business processes. Although data-centric techniques yield useful results, they are insufficient to explain the causes of the problems in the process. This study aims to reveal the relationship between customer satisfaction and other key performance indicators (KPIs) affected by the activities performed during the call process. The research applies process mining, a pragmatic analysis to obtain meaningful insights through event logs. Several statistical analyses also support the process mining to test the statistical significance. The study showed that customer satisfaction is positively affected by average handle time and first call resolution, whereas staff mistakes diminish it. Moreover, problem solving is much more important than waiting in the system. Waitlisted and Waitlisted back activities are crucial elements of a call center system. Moreover, the research presents an insight for customers who give the same score after the call. It explains not only KPIs’ effects but also reasons for giving satisfaction scores based on call process. Additionally, in previous studies, the customer satisfaction indicator was mainly emphasized, but other KPIs’ effects on satisfaction level were ignored. This paper evaluates the impact of the identified KPIs on satisfaction in a process-oriented manner.

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  1. Department of Industrial Engineering, Izmir Bakircay University, 35665, Izmir, Turkey

    Onur Dogan

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Dogan, O. A process-centric performance management in a call center. Appl Intell 53, 3304–3317 (2023). https://doi.org/10.1007/s10489-022-03740-9

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