The impact of system features on call centre agents' job performance and on their service delivery

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dc.contributor.advisorHart, Mikeen_ZA
dc.contributor.authorMaseko, Sibusisoen_ZA
dc.date.accessioned2014-12-31T19:47:07Z
dc.date.available2014-12-31T19:47:07Z
dc.date.issued2010en_ZA
dc.descriptionIncludes bibliographical references (leaves 73-79).en_ZA
dc.description.abstractThe study was conducted with the agents in a contact centre environment in one of the leading insurance organisations in South Africa. The framework adopted was Theoretical Framework of User Satisfaction with a Web Interface which is adapted from Herzberg's Motivation-Hygiene theory.It was found that there are several factors impacting agents' job performance and customer service, including systems performance, page loading capacity, complexity and speed of information seeking tasks, system-telephonic integration, system-emails integration, system-system integration, frequent changes of service delivery processes, and difficulties of combining products with systems training. It was found that the greatest impact of these factors was on average handling time (AHT) and 'not ready' time.en_ZA
dc.identifier.apacitationMaseko, S. (2010). <i>The impact of system features on call centre agents' job performance and on their service delivery</i>. (Thesis). University of Cape Town ,Faculty of Commerce ,Department of Information Systems. Retrieved from http://hdl.handle.net/11427/10722en_ZA
dc.identifier.chicagocitationMaseko, Sibusiso. <i>"The impact of system features on call centre agents' job performance and on their service delivery."</i> Thesis., University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2010. http://hdl.handle.net/11427/10722en_ZA
dc.identifier.citationMaseko, S. 2010. The impact of system features on call centre agents' job performance and on their service delivery. University of Cape Town.en_ZA
dc.identifier.ris TY - Thesis / Dissertation AU - Maseko, Sibusiso AB - The study was conducted with the agents in a contact centre environment in one of the leading insurance organisations in South Africa. The framework adopted was Theoretical Framework of User Satisfaction with a Web Interface which is adapted from Herzberg's Motivation-Hygiene theory.It was found that there are several factors impacting agents' job performance and customer service, including systems performance, page loading capacity, complexity and speed of information seeking tasks, system-telephonic integration, system-emails integration, system-system integration, frequent changes of service delivery processes, and difficulties of combining products with systems training. It was found that the greatest impact of these factors was on average handling time (AHT) and 'not ready' time. DA - 2010 DB - OpenUCT DP - University of Cape Town LK - https://open.uct.ac.za PB - University of Cape Town PY - 2010 T1 - The impact of system features on call centre agents' job performance and on their service delivery TI - The impact of system features on call centre agents' job performance and on their service delivery UR - http://hdl.handle.net/11427/10722 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/10722
dc.identifier.vancouvercitationMaseko S. The impact of system features on call centre agents' job performance and on their service delivery. [Thesis]. University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2010 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/10722en_ZA
dc.language.isoengen_ZA
dc.publisher.departmentDepartment of Information Systemsen_ZA
dc.publisher.facultyFaculty of Commerceen_ZA
dc.publisher.institutionUniversity of Cape Town
dc.subject.otherInformation Systemsen_ZA
dc.titleThe impact of system features on call centre agents' job performance and on their service deliveryen_ZA
dc.typeMaster Thesis
dc.type.qualificationlevelMasters
dc.type.qualificationnameMComen_ZA
uct.type.filetypeText
uct.type.filetypeImage
uct.type.publicationResearchen_ZA
uct.type.resourceThesisen_ZA
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