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The impact of system features on call centre agents' job performance and on their service delivery
Includes bibliographical references (leaves 73-79).
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| Main Author: | |
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| Other Authors: | |
| Format: | Thesis |
| Language: | English |
| Published: |
Department of Information Systems
2014
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| _version_ | 1867613251245703168 |
|---|---|
| access_status_str | Open Access |
| author | Maseko, Sibusiso |
| author2 | Hart, Mike |
| author_browse | Hart, Mike Maseko, Sibusiso |
| author_facet | Hart, Mike Maseko, Sibusiso |
| author_sort | Maseko, Sibusiso |
| collection | Thesis |
| description | Includes bibliographical references (leaves 73-79). |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/10722 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:33:10.259Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2014 |
| publishDateRange | 2014 |
| publishDateSort | 2014 |
| publisher | Department of Information Systems |
| publisherStr | Department of Information Systems |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/10722 The impact of system features on call centre agents' job performance and on their service delivery Maseko, Sibusiso Hart, Mike Information Systems Includes bibliographical references (leaves 73-79). 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. 2014-12-31T19:47:07Z 2014-12-31T19:47:07Z 2010 Master Thesis Masters MCom http://hdl.handle.net/11427/10722 eng application/pdf Department of Information Systems Faculty of Commerce University of Cape Town |
| spellingShingle | Information Systems Maseko, Sibusiso The impact of system features on call centre agents' job performance and on their service delivery |
| thesis_degree_str | Master's |
| title | The impact of system features on call centre agents' job performance and on their service delivery |
| title_full | The impact of system features on call centre agents' job performance and on their service delivery |
| title_fullStr | The impact of system features on call centre agents' job performance and on their service delivery |
| title_full_unstemmed | The impact of system features on call centre agents' job performance and on their service delivery |
| title_short | The impact of system features on call centre agents' job performance and on their service delivery |
| title_sort | impact of system features on call centre agents job performance and on their service delivery |
| topic | Information Systems |
| url | http://hdl.handle.net/11427/10722 |
| work_keys_str_mv | AT masekosibusiso theimpactofsystemfeaturesoncallcentreagentsjobperformanceandontheirservicedelivery AT masekosibusiso impactofsystemfeaturesoncallcentreagentsjobperformanceandontheirservicedelivery |