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Abstract(s)
O segmento dos contact centers tem apresentado um crescimento significativo em todo o mundo, impulsionado pela necessidade de melhorar o serviço de apoio ao cliente e pela desregulamentação das comunicações. Com o intuito de aumentar a sua competitividade e melhorar a qualidade do serviço prestado, muitas empresas defrontam-se com a decisão de manter os contact centers nos grandes centros urbanos ou deslocá-los para regiões do interior do País. Esta deslocalização interna pode ter como intuito a expansão do negócio, motivada por custos inferiores de infra-estruturas, o esgotar de recursos, bem como, a elevada taxa de rotatividade nos grandes centros urbanos.
Neste estudo pretende-se analisar a deslocalização de um contact center para a Beira Interior, a relação com a satisfação do cliente e a percepção do cliente de qualidade do serviço, tendo como principal objectivo contribuir para o aumento da satisfação do cliente e qualidade de serviço prestado aumentando assim também as vantagens competitivas no mercado.
De acordo com os objectivos acima, emergiram três Hipóteses do modelo conceptual, que revelaram ter influenciado positivamente a deslocalização e contribuído para a satisfação do cliente e aumento da qualidade do serviço.
The contact centre segment has been showing significant growth across the globe, driven by the need to provide better customer service and by the deregulation of communications. With a view to increasing competitiveness and improving the quality of services rendered, many companies find themselves having to decide whether to keep their contact centres in large cities or relocate them to regions in the country’s hinterland. Such relocation may be intended as a means of expanding business, motivated by lower infrastructure costs, a shortage of resources or the high turnover rate in the large cities. The purpose of this study is to analyse the relocation of a contact centre to Beira Interior, the relationship with customer satisfaction and customer perception as to the quality of the service, the main aim being to contribute to higher levels of customer satisfaction and improved quality of service, thus also increasing competitiveness in the market. According the above objectives, three key findings emerged from the final structural model, found to have positively influenced the relocation and contributing to customer satisfaction and higher quality of service.
The contact centre segment has been showing significant growth across the globe, driven by the need to provide better customer service and by the deregulation of communications. With a view to increasing competitiveness and improving the quality of services rendered, many companies find themselves having to decide whether to keep their contact centres in large cities or relocate them to regions in the country’s hinterland. Such relocation may be intended as a means of expanding business, motivated by lower infrastructure costs, a shortage of resources or the high turnover rate in the large cities. The purpose of this study is to analyse the relocation of a contact centre to Beira Interior, the relationship with customer satisfaction and customer perception as to the quality of the service, the main aim being to contribute to higher levels of customer satisfaction and improved quality of service, thus also increasing competitiveness in the market. According the above objectives, three key findings emerged from the final structural model, found to have positively influenced the relocation and contributing to customer satisfaction and higher quality of service.
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Keywords
Contact center - Qualidade do serviço Contact center - Satisfação do consumidor