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Ways to improve service system quality call-centers

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  • Liudmyla Matviichuk

Abstract

The principles and modern approaches to defining the quality of call-center services are considered; the main aspects of their work are analyzed. The analysis of the conceptual terminology apparatus is carried out on the basis of which the main characteristic features of quality of services are determined. The general indicators for measuring the quality of service delivery in the energy industry call-centers have been systematized. The main directions of improving the quality of functioning of call centers are determined. These include: conducting state monitoring of the process of providing services and assessing the quality of services using specially established methods; approval of state quality standards for service delivery; providing services in many languages; periodic training of call-center operators and creation of conditions for continuous exchange of experience; active involvement of the public in the process of evaluating the quality of services provided and full transparency of their provision; the existence of an effective system for challenging the actions of the entity providing the service; active development of the electronic services delivery system

Suggested Citation

  • Liudmyla Matviichuk, 2019. "Ways to improve service system quality call-centers," E-Forum Working Papers, Economic Forum, vol. 9(4), pages 36-43, November.
    • Handle: RePEc:cuc:eforum:v:9:y:2019:i:4:p:36-43
    DOI: https://doi.org/10.36910/6765-2308-8559-2019-4-6
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