{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T15:57:39Z","timestamp":1781107059681,"version":"3.54.1"},"reference-count":60,"publisher":"IGI Global Scientific Publishing","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011,4,1]]},"abstract":"<p>This article purports to investigate the relationship \u2013 in an empirical way \u2013 between the various operational indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with customer satisfaction. A methodological approach based on surveys as well as stepwise multiple linear regressions is developed and applied in order to achieve the objective of this paper. The \u201cFirst-Contact Resolution Rate\u201d and the \u201cAverage Handle Time After the Call\u201d indicators present a statistically significant relationship with customer satisfaction. Some alternative call center operational performance indicators are proposed, in an exploratory way, so as to convey an enhanced relationship between call center performance and customer satisfaction.<\/p>","DOI":"10.4018\/jisss.2011040102","type":"journal-article","created":{"date-parts":[[2011,10,19]],"date-time":"2011-10-19T12:31:05Z","timestamp":1319027465000},"page":"13-31","source":"Crossref","is-referenced-by-count":3,"title":["Call Center Operational Performance Indicators and Customer Satisfaction"],"prefix":"10.4018","volume":"3","author":[{"given":"Alexandre Ferreira","family":"Oliveira","sequence":"first","affiliation":[{"name":"Getulio Vargas Foundation, Brazil"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Luiz A.","family":"Joia","sequence":"additional","affiliation":[{"name":"Getulio Vargas Foundation, Brazil"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"jisss.2011040102-0","author":"J.Anton","year":"1997","journal-title":"Call center management by numbers"},{"key":"jisss.2011040102-1","doi-asserted-by":"publisher","DOI":"10.1108\/09564230010323534"},{"key":"jisss.2011040102-2","doi-asserted-by":"publisher","DOI":"10.1016\/S0148-2963(97)00001-5"},{"issue":"2","key":"jisss.2011040102-3","article-title":"Customer satisfaction and call centers: An Australian study.","volume":"11","author":"L.Bennigton","year":"2000","journal-title":"International Journal of Service"},{"key":"jisss.2011040102-4","doi-asserted-by":"publisher","DOI":"10.2307\/1252174"},{"key":"jisss.2011040102-5","article-title":"Encounter satisfaction versus overall satisfaction versus service quality: The consumer\u2019s voice","author":"M. 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