Factors Affecting Contact Center Employee Performance - a Case of Kenya Power Contact Center, Stima Plaza, Kenya

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- How does job satisfaction influence performance of contact center agents in Kenya Power Company??

- How does training influence the performance of contact center agents in Kenya Power Company?

- How does shift working schedule affect performance of the contact center agent in Kenya Power Company?

Significant of the study,

This study aims to provide a wealth of knowledge on factors affecting call center agents performance that will go a long way in helping companies that have come up with contact centers to manage contact centers and improve the performance of their employees working in the contact center. The knowledge acquired from this study may be useful to a number of companies that would wish to establish contact centers as departments to sell their services to the customers. To scholars, the study will be an important contribution to the development of knowledge on the factors affecting call center employees and what can be done to improve performance.

Delimitation of study,

This study notes that in order to build on the empirical framework and in terms of theory building a survey of a diverse range of companies and industries would yield more. Despite this, the researcher contemplates that a survey of many companies would be too wide and the research would be constrained on financial and time resources. Therefore, the research will narrow down the research to a contact center department in Kenya power Stima Plaza. Nevertheless, the researcher will ensure that the whole population of Kenya power Contact is included in this study.

Limitation of the study,

The study will involve collecting data from chief customer Relation officer in charge of the Nation Contact center who is always busy: the researcher will schedule for an interview. The data will also be collected from the Quality control team and the shift supervisors in form of questionnaires and also from contact center agents in written questionnaires..

Assumption of the study.

It is assumed that all the respondents will provide honest answers to the research questions and that they will be willing to participate in this research.

Definition of the significant Terms.

The following terms were defined in the context of the study

Call center is used to an organization department purposes for receiving and making calls to the customers.

Contact Centre refers to an office in which phone calls, emails and social media are integrated to serve customer.

Contact center agent: A Person working at the Contact center

Quality Control: The person working the contact on which their role is to listen to the quality of the call and analyst the quality of the email and social media entries

Shift supervisors: The team which heads each shift team. Their role is to ensure that there is capacity of the team and to record, and register attendance leaves and ensure that shift operations runs smoothly.

Shift: shift refers to hours of the day in which a worker or a group of workers is scheduled to be in the work place

Summary

In this chapter, the researcher has discussed the background of the study, listed the objectives of the study and highlighted the research question which will guide the study. Problem statement has been highlighted and significant terms defined

Organization of the study

The study is organized into three chapters. The study is organized into three chapters. Chapter one, which is the introductory part, contains the background of the study, the statement of the problem, purpose of the study, objectives of the study as well as the research questions. Also included are the significance, justification, limitation, delimitation of the study, definition of key significant terms and organization of the study. In chapter two, literature review is given. Chapter three encompasses the research methodology under which, research design, target population, sampling procedure and sample size selection, research instrument in data collection, validity and reliability of the instrument, data collection procedures and data analysis techniques are discussed. In chapter two, literature review is given. Chapter three encompasses the research methodology under which, research design, target population, sampling procedure and sample size selection, research instrument in data collection, validity and reliability of the instrument, data collection procedures and data analysis techniques are discussed.

CHAPER TWO

LITERATURE REVIEW.

INTRODUCTION.

In this chapter, a review of the literature on contact center is highlighted with a view of providing an informed background in regards to the research objectives. The theoretical framework and conceptual e

Overview of a contact center.

According to Suzanne 2008, a call center is a physical or virtual operation within organization in a managed group of people spends most of their time doing business by telephone, usually working in computer automated environment. Gatt, (2007) defines call center is a centralized office used for receiving and transmitting a large Volume of request by telephone.

GATT, 2008 goes ahead to categorize contact center in two types mainly outbound and inbound call centers. He defines inbound call centers as call centers whereby calls that are initiated by customer to obtain information, report a malfunction or ask for help; and Outbound calls centers as the call centers whereby calls are initiated by agent in order to sell a product or offer a service to the customer.

Cleveland 2006, defines a call center as a system of people, processes, technologies and strategies that provide access to organization resources through appropriate channel of communication to enable integrations that create value for the customer and the organization).Other terms used to refer to call center are contact center, customer service centers, customer support center, customer interaction centers(Cleveland 2006. ) He asserts that a call center links three elements that is people, process and