Is it during first call?
2.22 Service quality
There are four dimensions in service quality offered by the team, which are reliability, responsiveness, assurance and empathy. Reliability refers to the ability of the TSR to diagnose the issue and provides solution dependably and accurately. Responsiveness refers to the willingness of the TSR to help the customer and provide prompt service. Assurance refers to the TSR’s knowledge, and their ability to inspire trust and confidence in customers. Lastly, empathy refers to the ability of the TSR to provide caring and individualized attention to customers.
2.3 Operations performance objective
Slack et al. (2010) define operation performance objective as set of operational objective that enable the satisfaction of customer’s needs and contribution to competitiveness. Based on above mentioned customer’s order winning factors, the department’s performance objective is to provide fast resolution and outstanding service quality to its customer. Both performance objectives are being track using set of key performance indicator (KPI). The KPIs used to measure speed are call waiting time before it was picked up by TSR, percentage of call dropped and first call resolution. On the other hand, scoring percentage of customer’s satisfaction survey questionnaire is used to measure service quality. Table 1.0 shows the measurement on each KPI, order qualifying, winning level, target and the department’s