Excellent quality in customer service
Ingman, Edward (2017)
Yrkeshögskolan Arcada
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201703143244
https://urn.fi/URN:NBN:fi:amk-201703143244
Tiivistelmä
The purpose of the study was to find out how excellent quality in customer service is measured and implemented in Aktia Bank Plc:s Contact Center. The aim was to analyze the quality of customer service by using the EFQM Excellence model, and to find guide-lines for the branch offices and Sales Support of Aktia Bank to implement the same pro-cesses.
The Aktia Contact Center participated in a competition “Best Contact Center 2016” and won it. The research is done as a case study and the context of the work considers the Aktia Contact Center as a unit and its journey towards achieving excellent quality in cus-tomer service. The author of the thesis was in a key role during the whole journey, build-ing and implementing new processes. All material used in this case study was collected and published between January 2016 and July 2016. The Aktia Contact Center was an-nounced “the best Contact Center” in September 2016.
The theories used in the research are about quality and quality-measuring, used together with the EFQM model, and RADAR-logic which is a tool for measuring quality in cus-tomer service. The results of the research show how excellent quality was achieved in a Contact Center, and it is therefore important to be aware of the fact that some processes cannot be implemented in face-to-face customer service channels. This is explained fur-ther in Chapter 6.
The Aktia Contact Center participated in a competition “Best Contact Center 2016” and won it. The research is done as a case study and the context of the work considers the Aktia Contact Center as a unit and its journey towards achieving excellent quality in cus-tomer service. The author of the thesis was in a key role during the whole journey, build-ing and implementing new processes. All material used in this case study was collected and published between January 2016 and July 2016. The Aktia Contact Center was an-nounced “the best Contact Center” in September 2016.
The theories used in the research are about quality and quality-measuring, used together with the EFQM model, and RADAR-logic which is a tool for measuring quality in cus-tomer service. The results of the research show how excellent quality was achieved in a Contact Center, and it is therefore important to be aware of the fact that some processes cannot be implemented in face-to-face customer service channels. This is explained fur-ther in Chapter 6.