Using AHP to Evaluate the Call Center Service Quality in Telecommunication Industry

This practical experience report consequently aiming at service quality of call center, and concluded the evaluation criteria of service quality valued by customer through applying PZB model, followed by a calculation of importance degree of each criterion through AHP method, in order to obtain indexes for evaluating service quality, as an objective and standardized reference for call center in designing service quality management alternatives. The competitive market of telecommunication market in Taiwan has become even more intense recently. Apart from price and quality of product, the service quality is especially the factor often compared by customer, hence cost and service-orientation is the strategy widely employed for retaining existing customer. While the customer requirements are impossible to satisfy unless the telecommunication industry promptly offers comprehensive answer and consultation to the customer’s demand by professional personnel of the call center, which explains that call center has become the key factor of successfully operation of enterprise.