Performance Indicators And Customer Satisfaction - 1377 Words

Agarwal, S., Singh, D. .., Thakur, K. S. (2013). PERFORMANCE INDICATORS AND CUSTOMER SATISFACTION: WITH SPECIAL REFERENCE TO SELECTED CALL CENTERS OF INDIA. International Journal of Arts and Commerce, 2(2). Retrieved from http://www.ijac.org.uk/images/frontImages/gallery/Vol._2_No._2/3.pdf Mr. Sumit Agarwal is a research scholar at the Institute of Commerce and Management at Jiwaji University, Dr. Deepak Singh is faulty member and lastly, Dr. K S Thakur is a Professor and Dean at the same university. Agarwal, Singh and Thakur states that call centers can be considered one of the fastest growing industries in the world, also, to be considered the key channel of communication with customers (2013). Call centers offer a variety of services which include customer support, administrative support, financial services and customer relationship management just to name a few. Although, call centers are trying to fulfill customer needs and improve customer interaction, they have fallen short when making a balance between quality and efficiency, while trying to achieve companies objectives. As a result, their customer satisfaction and delivery of service was partially neglected. Their research was focused on the key performance indicators that drive management practices in Indian call centers and also to investigate the relationship between various measures that were used in providing customer satisfaction. Based on previous works studied and their study they came to theShow MoreRelatedA Balanced Scorecard : An Organization s Mission And Strategy1534 Words   |  7 Pagesto achieve future competitive success. A balanced scorecard translates an organisation’s mission and strategy into a comprehensive set of performance measures that provides the framework for a strategic measurement and management system (Kaplan Norton, 1996). 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A profitable business pays interest to lenders, tax to authority and dividend to shareholders and bonuses to employeesRead MoreMeasuring The Measuring Organization Development Interventions711 Words   |  3 Pagesargued that there are two types of measures assessing the effectiveness of OD interventions, one is attitudinal and perceptual measures, and the other is behaviour and performance measures (Cummings Worley, 2014). As can be seen from Figure 1, attitudinal measures can be divided into two subgroup: satisfaction attitudes and non-satisfaction attitudes (Neuman, Edwards and Raju, 1989; Porras Berg, 1978). However, the validity of measuring attitude change is questioned by Golembiewski, Billingsley andRead MoreEssay On Non Financial Performance Indicators992 Words   |  4 Pagesnon-financial performance indicators influence financial measure positively. Introduction In the past annual reports only focused on financial measures. 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These challenges are aggravated by the fact that even though resources are meager, the number of patients being served is increasing by the day (Hertz, 2010). This essay addresses some of the issues associated with low performance at Alameda County Medical Center. This health care facility is among the many located in California that are struggling with management and performance challenges. Even though this hospital has