An Empirical Analysis on the Operational Efficiency of CRM Call Centers in Korea

As CRM has come into the spotlight, call center, which is at the cutting edge of CRM strategy, is newly spotlighted as an important communication channel of relationship between company and customer. Since call center handles more than 70% of all customer contacts, there is no doubt that efficient and effective call center operation is vital for ensuring customer satisfaction remains high. Despite the strategic importance of the call center, however, there has been no empirical research completed on the efficiency of call center operation.