Determinants of customer satisfaction in call centres
Dorina Chicu, Gerard Ryan and Mireia Valverde-Aparicio
Call centres have become a central element in companies’ operations, as it is the main place of communication between the companies and their customers. Given the importance of voice-to-voice encounters, the aim of this study is to explore the concept of customer satisfaction in the remote service. This paper examines the different aspects related to customer satisfaction in the specific context of the call centres that have been addressed by the existent research. The main effort was centred on extracting and connecting the different groups of determinants that are directly or indirectly linked to customer satisfaction. Findings suggest that for some reason, customer satisfaction is not among the main aims of research in the context of call centres, both in terms of number of studies and in terms of prominence of this construct within existing studies. The paper also highlights that, for call centre customer satisfaction to be understood, a multidisciplinary approach needs to be taken, including at least the functional areas of human resource management, marketing and operations management.