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CASE STUDY / T H OM AS-K I L M AN N CONFLICT MODE INSTRUMENT / PAGE 1
Call Centers Can Increase
Customer Satisfaction Through
Effective Conflict Management
New Study Finds That Call Reps' Preferred
Conflict-Handling Styles Affect Customer Satisfaction
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CASE STUDY AT A GLANCE
STUDY OVERVIEW:
Study focuses on one call center in the Pacific
Northwest, one of 10 inbound U.S. call centers
operated by a major telecommunications provider.
The company agreed to participate in a study
undertaken as part of a doctoral dissertation to
investigate the relationship between customer
satisfaction and preferred conflict-handling styles.
CHALLENGE:
Call center managers face many challenges, two
of which are addressed by this study: meeting
customer satisfaction targets and getting the most
from training programs for call center reps. The
company's average customer satisfaction rate was
80 percent across all its other call centers, but
this unit was achieving only 77 percent. Previous
research by Goetzmann and Moumtzidis, 2006." *
revealed that an increase in customer satisfaction
through effective problem solving could result in a
3 to 6 percent increase in annual revenue.
SOLUTION:
Used the Thomas-Kilmann Conflict Mode Instru-
ment to assess conflict mode preferences for 97
inbound call center reps working in the unit and