The Effectiveness of Contact Center Advisor in Case Ethiotelecom In Tpo Site

ABSTRACT

The study was conducted in ethiotelecom contact center Advisor on customer satisfaction. The main objective of study was to investigate the effectiveness of contact center Advisor on customer satisfaction in case of ethiotelecom in TPO site, using descriptive research design. The study has used the SERQUAL model of the service quality with the five service quality dimensions. The five service quality which were Adopted by Lara Pow namely Tangible, Reliability, Responsiveness, Assurance and empathy were used to measure the level of customer satisfaction. The study was to quantify the significance of various customer service representatives characteristics including internal service quality, employee satisfaction and employee productivity and then to determine their predictive ability on customer satisfaction, as outlined in the service profit chain model. The study was used both Questionnaire and unstructured or in-depth interview questions and Descriptive and Explanatory research, by using qualitative and quantitative Approach .The data was gathered through developing closed ended questionnaires and disseminated to be filled by the target sample group of respondents collected from employees working currently in ethiotelecom manager, Supervisor, Contact Center Coach and Contact Center Advisor. This un structured questionnaire prepared in the form of Likert scale would be used to collect the required data and semi structured questionnaire has been used to generate the primary data from employees and the data was analyzed by making use of simple descriptive statistical tools such as correlation and simple regression model with the help of SPSS software and presented by using tables, chart and graph to achieve the objective of this study data was collected from ethiotelecom staff in TPO site with total of 260 samples. these respondents selected using convenience sample methods The major reason to conduct the effectiveness of contact center Advisor on customer satisfaction in case of ethiotelecom in TPO site, to improvement customer satisfaction and to achieve organizational goals.

Keywords: Customer perceived Service Quality, Customer Loyalty, and Customer Satisfaction