FACTORS AFFECTING CALL CENTER AGENTSPERFORMANCE: THE CASE OF ETHIOPIAN ELECTRIC UTILITY (EEU)

Abstract

The study sought to assess the determinant factors affecting call center agents performance: the case of Ethiopian electric utility (EEU). For the analysis performance factors are proxy with five variables; employee related factor, system related factors, managerial related factors, customer related factors and performance measurement factor. The study adopted both descriptive and cause-effect (Experimental) research method because it is best for collecting original data as it gives a certain degree of accuracy. The population of this study was formed from EEU call center, whose total sample respondents was 200. The sample frame for the study was a list of management staff, and agents. This study applied census method. Primary data was collected by directly administering questionnaires to the respondents. Prior to launching of the study survey, a pre-testing on randomly selected 25 agents was carried out in the EEU call center. The collected data was edited and entered into the Statistical Package for the Social Sciences (SPSS) version 24 software to enable the carrying out of the analysis. Data were analyzed via descriptive and inferential statistics (regression analysis). The study revealed that the call center agents are motivation and eager to improve their performance as well as their service. The study showed that the call center was fully supported in terms of technology and processes. The study revealed that Agents have a huge trust issue with their company. Cooperatively most of the agents have poor work satisfaction. The study concludes that, the call center use one of the latest version of the industry which generate service request number that helps both the customer and the company. This study recommends that the call center needs to start reward and compensation program for the agents who performs the highest.