Determinants of Efficiency of Call Centers in Handling Customer Complaints in Public Organization: A Case of Dodoma Urban Water Supply and Sanitation Authority.

Abstract

Call centers have proven a lucrative topic for operational management studies in a range of areas such as projections, planning for capacity, waiting in line, and personnel planning, this study examined factors affecting efficiency of call centers in handling customer complaints. The descriptive research design was adopted whereas survey and interviews were employed as data collection methods. On the other hand, multiple linear regression was also employed for quantitative data. The findings reveal that, average wage per labour, average telephone subscription fee, number of IT accessories and operation time are positive significant related to total calls attended per month. The study recommended that government through office of the President - Public Service Management and Good Governance should hire more competent staff for DUWASA call center in order to reduce the challenge of insufficient number of staff and thus increase the effective ability of using a call register management system. This will add the efficiency of dealing with customer complaints and thus increase the ability to handle it.