DEA Approach for Performance Assessment of Call Centre Agents

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dc.contributor.authorMendelová, Viera
dc.contributor.authorStrnádová, Petra
dc.contributor.otherEkonomická fakultacs
dc.date.accessioned2020-09-02T09:42:31Z
dc.date.available2020-09-02T09:42:31Z
dc.description.abstractThe paper focuses on a relatively new and prospective application of the data envelopment analysis (DEA) in the employee performance assessment. In the paper, a novel DEA approach is proposed for evaluating the performance of call centre agents, based on their relative efficiency. Since call centres handle a majority of customer-company interactions, performance of call centre agents largely influences the future success or failure of a company. To ensure the quality of customer service, permanent evaluation of call centre agents’ performance is essential. The proposed DEA model consisting of two input variables (wage and working time) and five output variables (quick-answer calls proportion, customer satisfaction, net first contact resolution, call quality and inbound contact handle time) has been tested on 55 call centre agents working at the call centre of one of the largest telecommunications operators in the Slovak Republic. After measuring the performance of each agent, based on the DEA models, the call centre agents’ performance was evaluated in the DEA matrix format. As a result, the call centre agents were divided into four groups: Stars, Cash Cows, Question Marks and Poor Dogs. Finally, based on the proposed approach, recommendations for call centre managers on how to improve or maintain the performance of each of these groups were drawn. The proposed approach provides a practical framework for call centre managers to assess the performance of the agents, and to plan and take steps to improve the quality of call centre services.en
dc.formattext
dc.identifier.doi10.15240/tul/001/2020-3-011
dc.identifier.eissn2336-5604
dc.identifier.issn1212-3609
dc.identifier.urihttps://dspace.tul.cz/handle/15240/157487
dc.language.isoen
dc.publisherTechnická Univerzita v Libercics
dc.publisherTechnical university of Liberec, Czech Republicen
dc.publisher.abbreviationTUL
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dc.relation.ispartofEkonomie a Managementcs
dc.relation.ispartofEconomics and Managementen
dc.relation.isrefereedtrue
dc.rightsCC BY-NC
dc.subjectPerformance appraisalen
dc.subjectdata envelopment analysisen
dc.subjectcall centre agentsen
dc.subject.classificationM54
dc.subject.classificationC60
dc.titleDEA Approach for Performance Assessment of Call Centre Agentsen
dc.typeArticleen
local.accessopen
local.citation.epage190
local.citation.spage173
local.facultyFaculty of Economics
local.filenameEM_3_2020_11
local.fulltextyes
local.relation.abbreviationE+Mcs
local.relation.abbreviationE&Men
local.relation.issue23
local.relation.volume3
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