A Study on Impact of Customer Contact Center Service to Business Performance

고객센터 서비스가 기업수익에 미치는 영향에 관한 연구

  • 이도경 (중소기업은행 fine 고객센터) ;
  • 유재현 (고려대학교 대학원 디지털 경영학과) ;
  • 박철 (고려대학교 경영학부)
  • Published : 2009.03.31

Abstract

In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damage model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the Industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.

Keywords

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