| dc.description.abstract | A relentless competition amongst the mobile phone service providers has been witnessed lately in Kenya. For organizations, such as call centers that handle customer complaints on a daily basis to succeed, they need to serve their customers at a heightened level. The research hence focused on key operational determinants of successful call centers. Data was collected from Airtel call centers, targeting its staff, and customers in form of a questionnaire. In order to keep the two samples consistent in size with one another, the researcher distributed questionnaires only to those customer respondents who were willing to participate. The research findings established that pricing has a great effect on services on the choice of call center service providers. Call center service providers of bundled durable/services systems should give careful consideration to the pricing policies of their systems. There may be scope to induce customers to purchase packages through mixed leader strategies, where discounts upon the durable are offset against premiums on the service fee. Influence of area network coverage has an effect on the subscriber's choice for call center service providers. It is the wish of every mobile phone owner to be able to reach any person of interest at any time and.from whenever he/she may be. This can as well be known as freedom of communication. The research concludes that customers have an effect on the choice for a call center service provider. A person's reference groups are all the groups that have a direct (face-to-face) or indirect influence on their attitudes or behavior. | en_US |
