An Evaluation of Real-Time Data Analytics in Call Center Performance Optimization: A Study of Telecom Firms in Kwara State
- Project Research
- 1-5 Chapters
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- Table of Content: Available
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- NGN 5000
Background of the Study
Call centers are crucial for customer service and satisfaction in telecom firms, and their performance directly affects customer retention and loyalty. In an increasingly digital world, telecom firms in Kwara State are facing pressure to enhance customer service through more efficient and effective call center operations. Real-time data analytics is a powerful tool in optimizing call center performance by enabling firms to track and analyze customer interactions, identify service bottlenecks, and improve agent productivity (Adamu & Olamide, 2025).
By leveraging real-time analytics, telecom firms can gain insights into customer issues, predict peak call volumes, and proactively manage resources, all of which contribute to an enhanced customer experience. However, challenges such as integration with existing systems, data overload, and the need for skilled staff to interpret the analytics persist. This study explores how real-time data analytics is being used to optimize call center performance in telecom firms in Kwara State, aiming to evaluate its effectiveness and identify potential improvements.
Statement of the Problem
Despite the potential benefits of real-time data analytics, telecom firms in Kwara State face difficulties in fully optimizing call center operations. Challenges such as inefficient integration of analytics tools, underutilization of data, and lack of adequate training for call center agents hinder the effectiveness of real-time analytics. This study seeks to evaluate how well telecom firms in Kwara State are using real-time data analytics to enhance call center performance and customer satisfaction.
Objectives of the Study
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To evaluate the role of real-time data analytics in optimizing call center performance for telecom firms in Kwara State.
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To identify the challenges telecom firms face in implementing real-time data analytics in call centers.
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To propose strategies for improving the use of real-time data analytics to optimize call center performance.
Research Questions
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How effective is real-time data analytics in optimizing call center performance in telecom firms in Kwara State?
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What challenges do telecom firms in Kwara State face in implementing real-time data analytics in call center operations?
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What strategies can telecom firms in Kwara State implement to improve the use of real-time data analytics for optimizing call center performance?
Research Hypotheses
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Real-time data analytics has no significant impact on optimizing call center performance for telecom firms in Kwara State.
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Challenges such as integration difficulties and lack of training do not significantly affect the implementation of real-time data analytics in call center operations.
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Strategies for enhancing the use of real-time data analytics have no significant impact on optimizing call center performance.
Scope and Limitations of the Study
The study focuses on telecom firms in Kwara State that utilize real-time data analytics for call center operations. Limitations include potential bias in self-reporting by firms, data privacy concerns, and variations in call center performance due to external factors.
Definitions of Terms
Real-Time Data Analytics: The process of analyzing and interpreting data as it is generated or received, enabling immediate decision-making and action.
Call Center Performance Optimization: The process of improving call center efficiency, customer satisfaction, and agent performance through the use of data analytics and management tools.
Telecom Firms: Companies that provide telecommunications services, including mobile, internet, and landline communication.
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