Assessment of Customer Contact Center Performance in the Commercial Bank of Ethiopia
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Date
2019-06
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Addis Ababa University
Abstract
The insight of this study is customer contact center performance in the Commercial Bank of Ethiopia. CCC is a place of physical location where a high volume of customers and other telephone calls are handled by an organization, usually with some amount of computer automation.
The purpose of this study is to investigate the customer contact center performance in the Commercial Bank of Ethiopia. There is no evidence of a study conducted to investigate the assessment of customer contact center performance in the Commercial Bank of Ethiopia. The methodology for the study used descriptive design. The findings of the research project showed
that the customer contact center advisors felt that the job performance was fairly evaluated. The research also revealed that the CCC staffs were satisfied with the working conditions in the bank, and the advisors were satisfied the overall jobs security. However, the study also showed CCC advisors did not satisfy with their recognition they received for their job accomplished. The
study also revealed the advisors payment did not match with their responsibilities. The study showed that the customer contact center was easily accessible through direct phones, and emails. The CCC staffs had sufficient cognizance to handle all queries raised by customers. The
customer contact center team answered on timely to the dubitation raised by clients. The CCC staffs adequately addressed to any queries. The Advisors in CCC responded professionally to calls, and emails by system queries. Overall CCC advisors were very important to the bank. Technology improved CCC performances & processes. CCC technology helped the advisors to
have a faster turnaround time when responding to customer query. CCC technology gave conclusive reports that could be used in decision making; CCC technology had led to improve productivity in CCC which in turn had improved the banks bottom line. The customer contact center has made a return on investment on the technology procured. The study concludes that
CCC had a positive impact on the service delivery in the bank. CCC had played a key role in customer retention. It had made considerable impact on the business growth of the bank. Generally, customers appreciated the service offered by the CCC. The advisors felt confident that the CCC could efficiently manage clients’ queries; CCC team was able to follow up on
issues conclusively.
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Keywords
Customer Contact, Commercial Bank of Ethiopia