Information System Attributes and Performance of Customer Service Advisers in Call Centers: A case of MTN Uganda

Abstract

The study aimed at examining the relationship between information systems’ attributes and the performance of customer service advisors (also called call center advisors) in call centers at MTN Uganda. Information systems attributes were categorized into functional and non-functional attributes. The specific objectives were to establish the relationship between functional attributes of Information systems and the performance of customer service advisors, and to examine the relationship between non-functional attributes of information systems and performance of customer service advisors in MTN Call Centers. A cross-sectional survey design was used with quantitative and qualitative approaches during this research. Simple random and purposive sampling techniques were employed to select a sample of 92 (82.1%) of the target population. The study registered a response rate of 96.7 % (89 out 92). The researcher used self-administered questionnaires and interview guides to collect data from the respondents. The quantitatively collected data was analyzed using statistical SPSS to produce frequency tables, graphs and charts; whereas the qualitatively collected data was analyzed by categorizing data into themes which enhanced effective interpretation of results. The key findings from the study revealed that a positive significant/strong relationship exists between functional attributes of Information systems and performance of customer service advisors in MTN Call Centers in Uganda. It was also found that a positive significant relationship exists between non functional attributes of Information systems and performance of customer service advisors in call centers at MTN Uganda. The study recommended that applications should be integrated together into one platform, and more advisors be hired, among others. Future studies could explain how other factors such as motivation and salaries, among others, can affect the performance of advisors.