Abstract
Enhancing customer loyalty and eventually increasing profitability can be facilitated by the services of a call center, which takes charge of customer service calls and acts as a repository of marketing information. The most expensive and important resource a call center has is its people. Support of the call center staff is critical to maintaining quality of service. This paper describes the determination of installing a performance measurement system for a call center in a beauty-supply corporation. This PMS is essential to improve organizational productivity as one of several information system priorities. Many practical implications have been derived in this case study.
Recommended Citation
Chen, Edward, "Reengineering a Call Center Using a Performance Measurement System" (1999). AMCIS 1999 Proceedings. 231.
https://aisel.aisnet.org/amcis1999/231