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Factors Affecting Call Center Performance in the Banking Industry in Kenya: A Study of Sidian and Chase Bank

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dc.contributor.author Muthoka, Seraphine Mwikali
dc.date.accessioned 2017-11-15T09:38:10Z
dc.date.available 2017-11-15T09:38:10Z
dc.date.issued 2017
dc.identifier.uri http://erepo.usiu.ac.ke/11732/3448
dc.description.abstract This study sought to determine the factors affecting call center performance in the banking industry in Kenya. The research was guided by three research questions. These were: how does outsourcing affect call center performance in the banking industry, what role do call centers play in customer satisfaction in the banking industry and how does technology impact performance of call centers in the banking industry. This study used descriptive research design and was selected because it is best for collecting original data as it gives a certain degree of accuracy. The population of this study was formed from two banks, namely Sidian Bank, and Chase Bank whose total population was 680. The sample frame for the study was a list of management staff, and employees from each of the banks. This study applied stratified sampling followed by simple random sampling technique. The sample size was 340. Primary data was collected by directly administering questionnaires to the respondents. Prior to launching of the study survey, a pre-testing on randomly selected 5 employees was carried out in the banking industry. The collected data was edited and entered into the Statistical Package for the Social Sciences (SPSS) software to enable the carrying out of the analysis. The data was represented in form of figures and tables. The study revealed that the call center was easily accessible through various channels, and its staff had adequate knowledge to handle all queries raised by clients. The call center agents responded professionally to calls, emails and social media queries, and they were a valuable team to the bank. The study showed that the call center was fully supported in terms of technology and processes, and it was fully integrated into the organizational structure. The call center had sufficient human resource, and it was aligned to the organizational strategy. The study showed that outsourcing companies had business continuity plans to ensure that work continued in emergency cases, and that, the bank outsourced due to inadequate resources. The firms that had been outsourced, understood the banks’ organizational needs. Outsourcing had negatively affected staff morale in the banks, although it had led to improved bottom line. Outsourcing in the banks had not led to any loss of jobs, and it had not reduced the cost of doing business. Outsourcing had a negative impact to the call center whereby the outsourced organization did not to focus on its core business, and this had created a sense of dependency on the banks to the outsourced organizations. The study revealed that applying technology minimized staff turnover in the call in the center and the use of technology improved the call center performance. Call center technology helped the agents to have a faster turnaround time when responding to customer queries, and it improved call center processes. Technology had led to impersonalized services, although it facilitated the production of conclusive reports that were used in decision making. Call center technology has led to improved productivity in the call center which in turn had improved the banks bottom line, and the call center had made a return on investment on the technology procured. The study concludes that the call center had a positive impact on service delivery in the bank, and it had played a key role in customer retention. The call center had made a considerable impact on the business growth of the bank, and the banks’ clients appreciated the services offered by the call center. Outsourcing had a negative impact to the call center whereby the outsourced organization did not to focus on its core business, and this had created a sense of dependency on the banks to the outsourced organizations. The study concludes that, the call center technology has led to improved productivity in the call center which in turn had improved the banks bottom line, and the call center had made a return on investment on the technology procured. This study recommends Sidian and Chase Bank to define the desired performance from their outsourced companies and show their agents what an excellent performance looks like and set clear expectations. The organizations should ask their outsourced company to educate its employees to ensure that their employees understand the business from the customer’s perspective. This may facilitate the ability of the call center agents to understand the consequences of their performance on the customers’ satisfaction levels. en_US
dc.language.iso en en_US
dc.publisher United States International University - Africa en_US
dc.subject Call Center Performance en_US
dc.subject Banking Industry in Kenya en_US
dc.title Factors Affecting Call Center Performance in the Banking Industry in Kenya: A Study of Sidian and Chase Bank en_US
dc.type Thesis en_US


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