IMPACTS OF OUTSOURCING CUSTOMER CARE SERVICES AND ENSURING CUSTOMER SATISFACTION IN TELECOMMUNICATION INDUSTRY: HORIZON CONTACT CENTERS
Oyuga, Donata (2018)
Satakunnan ammattikorkeakoulu
2018
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018052510204
https://urn.fi/URN:NBN:fi:amk-2018052510204
Tiivistelmä
The purpose of the study was to find out the factors that contributes to success of outsourcing customer care services and customer satisfaction for Horizon Contact Centers located in Nairobi, Kenya. Telkom have outsourced its customer care service to Horizon Contact Centers while Safaricom has not, therefore a comparison between the two companies was done to find out which one satisfies customers
The theories analyzed in the study included outsourcing, customer service, customer satisfaction and methodology for measuring customer satisfaction. Outsourcing was used to find out some of its benefits and challenges. Customer service that is provided by companies was discussed. Also how effective customer service management leads to customer satisfaction hence retention. In customer satisfaction, the factors that lead to customer satisfaction and the factors that lead to customer dissatisfaction were discussed.
In order to investigate the impact of outsourcing on customer care satisfaction, a survey was conducted in which 78 respondents participated 39 from Safaricom and 39 from Telkom in a bid of comparing their opinion on quality, reliability, empathy and responsiveness of the respective customer care services. The quantitative data was collected through online survey, analyzed using SPSS and findings presented in form of tables and narratives. A pilot study was used to ensure validity and reliability of the data collection tool. The study found that Telkom had a comparatively more reliable, empathetic, responsive and reliable customer care service compared to Safaricom. Telkom’s better performance in customer service management.
The study had some recommendations to give, the recommendations were that Telkom should motivate their employees by rewarding top performers who work towards satisfying the customers. Telkom should invest in brand awareness through different channels to build their brand and also to acquire more customers. Telkom needs to have more agents across the country to assist in other services such as mobile money transfer.
The theories analyzed in the study included outsourcing, customer service, customer satisfaction and methodology for measuring customer satisfaction. Outsourcing was used to find out some of its benefits and challenges. Customer service that is provided by companies was discussed. Also how effective customer service management leads to customer satisfaction hence retention. In customer satisfaction, the factors that lead to customer satisfaction and the factors that lead to customer dissatisfaction were discussed.
In order to investigate the impact of outsourcing on customer care satisfaction, a survey was conducted in which 78 respondents participated 39 from Safaricom and 39 from Telkom in a bid of comparing their opinion on quality, reliability, empathy and responsiveness of the respective customer care services. The quantitative data was collected through online survey, analyzed using SPSS and findings presented in form of tables and narratives. A pilot study was used to ensure validity and reliability of the data collection tool. The study found that Telkom had a comparatively more reliable, empathetic, responsive and reliable customer care service compared to Safaricom. Telkom’s better performance in customer service management.
The study had some recommendations to give, the recommendations were that Telkom should motivate their employees by rewarding top performers who work towards satisfying the customers. Telkom should invest in brand awareness through different channels to build their brand and also to acquire more customers. Telkom needs to have more agents across the country to assist in other services such as mobile money transfer.