An analysis of the impact of the Service Delivery Metrics CSAT Customer Satisfaction and CRM Customer Relationship Management for the success of Services Marketing in BPOs Business Process Outsourcing in the Chennai region

Abstract

quotA study has been undergone in the BPOs ( Business Process Outsourcing ) in Chennai region outsourced by Telecom companies for their activities like Customer Services , Support , Telemarketing , Non-Voice , Backup Email and Chat support . This study is to understand the operational performance issues of BPOs in meeting the Service Level Agreements of their Clients and works towards the improvement of Key Performance Indicators to enable them to succeed in their Services Marketing campaigns and become the most preferred outsourcer for the Telecom companies for their outsourcing business. newlineThe study is to analyse the impact of Service Delivery Metrics, CSAT (Customer Satisfaction) and CRM (Customer Relationship Management )for the success of Services Marketing in BPOs (Business Process Outsourcing )in the Chennai region.This Research topic is to work towards for initiating a proper framework for the efficient operations of BPOs taking into account the above three key parameters. There are earlier research articles related to the above topic which were focussing on a fewer parameters than the ones to be taken into account here. newlinequot newline newline