Call Center Service Quality Analysis: A Rough Set Approach

• Main Authors: Rong-Rong Chen, 陳蓉蓉
• Other Authors: H. K. Chang
• Format: Others
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/30583841187070091680

博士 === 長庚大學 === 企業管理研究所博士班 === 99 === Call centers form an integral part of businesses, as evidenced by their increasingly prominent role in commerce. While attempting to enhance the quality of customer service, call centers train agents OR by using standardized questions. However, such an approach may not achieve targeted goals in terms of service quality for individuals or organizations. Many managers have failed to link such programs to further elucidate operational factors and extract detailed information from data collection. From the perspective of service quality in a call center, managers are concerned not only with reducing redundant data and identifying service failure patterns for improving service quality, but also with aligning the delivery of service quality. By applying rough sets, this thesis analyzes operational metrics to address these two concerns. Applying a rough set increases the efficiency of a decision rule set directly without sacrificing its effectiveness. The rule sets allow managers, based on their knowledge expertise, to examine these rules and identify ways to enhance the service quality of call centers.