To investigate the factors affecting customer satisfaction in the inbound voice process of customer care executives.
To assess the service quality provided by customer care executives in handling customer queries and complaints.
To identify areas of improvement in the customer care executive job role for enhancing overall customer experience.
Conduct a literature review on customer satisfaction and service quality in the customer care industry.
Design a questionnaire to gather feedback from customers regarding their experience with customer care executives.
Analyze the data collected to identify patterns and trends in customer satisfaction and service quality.
Make recommendations for improving the performance of customer care executives based on the research findings.
