Contact centers have gained importance in the customer relationship management over the last few years. In particular, contact centers have, during the COVID-19 stay-at-home measures, become even more important, often representing the only direct contact point of a company with its consumers. Hence, it is vital for contact centers to evaluate and measure their performance against various indicators and factors. This thesis investigates how factors of friendliness and professionalism of agents, waiting time, quick resolution of claims or questions, and the comprehensibility and clarity of an answer potentially affect consumer satisfaction with the quality of contact center services. In addition, this thesis explores whether there is a difference in satisfaction between consumers who contacted the contact center by telephone or e-mail, and whether satisfaction with the contact center has changed during the COVID-19 epidemic. In an empirical study, survey data on satisfaction with the input contacts for a contact center of a Slovenian energy company, collected from three separate measurements (March 2020, October 2020, and March 2021), was analyzed. The results of three hierarchical multiple linear regression models showed that satisfaction with the contact center in all three measurements is positively affected only by satisfaction with the response time and satisfaction with the professionalism of the agent. Significant changes were also found in the average satisfaction with the factors between individual measurements and the communication channel. The results also show that the COVID-19 epidemic had an impact on satisfaction with the quality of contact center services.
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