Diagnosis of Quality Management in the Call Center Industry

Abstract

The purpose of this study is to carry out a diagnostic analysis of the quality management system (QMS) in the Romanian call center industry In order to achieve this goal, the method of selective research was used, carrying out an investigation in the relevant companies. The sample was made up in such a way that the condition of representativeness in relation to the general community of the call-center industry is fulfilled. The questionnaire contained questions regarding the elements (processes) from which is compose quality management system, because the diagnosis must be made by analyzing the elements that from which the QMS is compose. In the second chapter, the QMS diagnosis was presented, analyzing the four elements that, according to the specialized literature, make the quality management system The third chapter analyzes the current status of quality management system implementation in the call center industry. Through the diagnostic analysis, the QMS dysfunctions most frequently faced by the call center industry were identified. Knowing the causes that determine nonquality, remedial and quality improvement solutions presented in the conclusions section were formulated.

Keywords

• quality management
• diagnostic analysis
• call-center
• consumer satisfaction