What Determines Satisfaction with Call Centers? The Case of UK Telecom

Abstract

Call centers are an essential communication channel between telecommunication companies and their customers, playing a pivotal role in creating memorable experiences. Multiple factors influence the satisfaction of Telecommunication customers with their interactions with call centers, so it is essential to measure it. Using a sample of 2236 interactions with call centers from the largest UK Telecom operators, this study aimed to measure the effect of different factors on satisfaction through multiple linear regression. It was observed that the variable with the greatest impact on satisfaction was the resolution of the problem, followed by the will to solve the problem.

Keywords:

• Call center
• first call resolution
• customer satisfaction
• Telecommunications service
• UK

Notes

1 OFCOM is the government approved regulatory and competition authority for the UK broadcasting, telecommunications and postal industries.