A Competency Model for Call Center Support

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Rasouli, Ali | 2015

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Type of Document: M.Sc. Thesis
Language: Farsi
Document No: 47488 (44)
University: Sharif University of Technology
Department: Management and Economics
Advisor(s): Eissaei, Mohammad Taghi
Abstract:
Today, many organizations are active in service industry, and many others are planning to take part in. Phone call is the simplest channel between an organization and the customers, and these organizations devise call centers to acquire, retain and create value for customers. On the other hand, human resource in call center is the key element to identify problems, and improve performance. This research aims to provide a competency model for a firm which provides access to internet and has a call center for after-sales support. BEI method with a process-driven approach was used to gather information from call center employees, and related themes were extracted from the information with theme analysis. The final competency model which differentiates outstanding performers from typical ones was developed from the themes. The results of this research can be useful in selection, training, and performance appraisal of human resource in call centers
Keywords:
Competency ; Competency Model ; Competency Identification ; Differentiating ; Call Center

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