Knowledge management, call centres and customer satisfaction: A case study from the transport sector

Mahsa Jahantab, Alexeis Garcia-Perez

Research output: Chapter in Book/Report/Conference proceedingConference proceeding

Abstract

A recent collaboration between Coventry University and one of the largest service companies in the UK (referred to in this paper as Express Mobility) revealed the extent to which customer satisfaction can rely on the success of internal knowledge management strategies. Express Mobility provides a range of services to over five million customers across the UK on a daily basis. Customer satisfaction is therefore one of their key corporate values. During a period of six months the researchers engaged with Express Mobility in a project set out to identify and understand the main drivers to their customers' satisfaction. As part of the project a questionnaire was used for the collection of a large volume of data from a random selection of Express Mobility customers, representing all regions being served by the company and all customer groups. A detailed analysis of more than 9,000 responses was conducted. The analysis revealed that the key areas of concern for customers were, in this order, the call centre at Express Mobility, followed by the price of specific services and billing-related issues. In relation to the call centre, we found that more than 35% of complaints received had their roots in the lack of access by customer service representatives to up-to-date information and knowledge about Express Mobility's products and services. This experience led to the study of the importance of knowledge management initiatives including staff from customer service departments which take the form of call centres. Given the similarities between Express Mobility and organisations providing services for transport, conclusions of this study focused on understanding the value of its findings for organisations which are related to the provision of services within the transport sector.

Original languageEnglish
Title of host publication14th European Conference on Knowledge Management, ECKM 2013
EditorsBrigita Janiūnaitė, Asta Pundziene, Monika Petraite
PublisherAcademic Conferences and Publishing International Limited
Pages295-299
Number of pages5
Volume1
ISBN (Print)9781629931401, 9781909507388
Publication statusPublished - 1 Dec 2013
Event14th European Conference on Knowledge Management, ECKM 2013 - Kaunas, Lithuania
Duration: 5 Sep 20136 Sep 2013

Conference

Conference14th European Conference on Knowledge Management, ECKM 2013
CountryLithuania
CityKaunas
Period5/09/136/09/13

Fingerprint

Call centres
Customer satisfaction
Knowledge management
Customer service
Complaints
Staff
Knowledge management strategy
Questionnaire
Service organization
Corporate value

Keywords

  • Call centre
  • Customer satisfaction
  • Customer service
  • Knowledge management

ASJC Scopus subject areas

  • Information Systems and Management
  • Management Science and Operations Research

Cite this

Jahantab, M., & Garcia-Perez, A. (2013). Knowledge management, call centres and customer satisfaction: A case study from the transport sector. In B. Janiūnaitė, A. Pundziene, & M. Petraite (Eds.), 14th European Conference on Knowledge Management, ECKM 2013 (Vol. 1, pp. 295-299). Academic Conferences and Publishing International Limited.

Knowledge management, call centres and customer satisfaction : A case study from the transport sector. / Jahantab, Mahsa; Garcia-Perez, Alexeis.

14th European Conference on Knowledge Management, ECKM 2013. ed. / Brigita Janiūnaitė; Asta Pundziene; Monika Petraite. Vol. 1 Academic Conferences and Publishing International Limited, 2013. p. 295-299.

Research output: Chapter in Book/Report/Conference proceedingConference proceeding

Jahantab, M & Garcia-Perez, A 2013, Knowledge management, call centres and customer satisfaction: A case study from the transport sector. in B Janiūnaitė, A Pundziene & M Petraite (eds), 14th European Conference on Knowledge Management, ECKM 2013. vol. 1, Academic Conferences and Publishing International Limited, pp. 295-299, 14th European Conference on Knowledge Management, ECKM 2013, Kaunas, Lithuania, 5/09/13.
Jahantab M, Garcia-Perez A. Knowledge management, call centres and customer satisfaction: A case study from the transport sector. In Janiūnaitė B, Pundziene A, Petraite M, editors, 14th European Conference on Knowledge Management, ECKM 2013. Vol. 1. Academic Conferences and Publishing International Limited. 2013. p. 295-299
Jahantab, Mahsa ; Garcia-Perez, Alexeis. / Knowledge management, call centres and customer satisfaction : A case study from the transport sector. 14th European Conference on Knowledge Management, ECKM 2013. editor / Brigita Janiūnaitė ; Asta Pundziene ; Monika Petraite. Vol. 1 Academic Conferences and Publishing International Limited, 2013. pp. 295-299
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