The impact of system features on call centre agents' job performance and on their service delivery

The study was conducted with the agents in a contact centre environment in one of the leading insurance organisations in South Africa. The framework adopted was Theoretical Framework of User Satisfaction with a Web Interface which is adapted from Herzberg's Motivation-Hygiene theory.It was found that there are several factors impacting agents' job performance and customer service, including systems performance, page loading capacity, complexity and speed of information seeking tasks, system-telephonic integration, system-emails integration, system-system integration, frequent changes of service delivery processes, and difficulties of combining products with systems training. It was found that the greatest impact of these factors was on average handling time (AHT) and 'not ready' time.

Grantor dc:publisher.institution

Department of Information Systems

Year dc:date.issued

2010

Author dc:creator

• Maseko, Sibusiso

Advisor dc:contributor.advisor

• Hart, Mike

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/11427/10722

OAI identifier oai:identifier

oai:open.uct.ac.za:11427/10722