Abstract
The aim of the research was to improve the overall process and customer engagement techniques of the calls being made to the customers to increase revenue of the company by increasing the number of customers willing to have the optic-fibre activated by the end of the call. Customer service can be defined in so many ways. It can have a completely different meaning from company to company . This is because companies are structured differently; as a result the operational policies and other organizational structures that govern the operations and performance of the customer service structure of the company differ though they tend to pursue the same goal. This has put engineering management to play a very important role concerning this research. Some of the principles such as product development which focuses on improving sales, concepts such as rate of return (RoR) that governs the goals of the company and systems engineering which contributed in systematic approach on customer behaviour. The study was designed from a pragmatic research perspective. The research method that was employed in the research was the mixed method study which the data used for this research was containing both quantitative and qualitative data for the sake of answering the research questions. The method has a distributed ability to collaborate the collection, analysis, and integration of quantitative and qualitative data for single case studies. The aim of the research was to identifying best approach techniques during customer engagement which can enable the tele-sale representative to successfully activate the client to use the optic-fibre installed, and identifying the key components during the customer engagement that can be improved to reduce their impact on reducing the chances of a successful activation. It was concluded that providing quality services to customers can be established by developing a customer service model. It was further concluded that there is a need for the tele-sale representative to be knowledgeable with the optic-fibre. It is recommended that the same research methodology can be applied to different sectors like insurance companies and retail sector to identify whether the method will produce good results.
M.Phil. (Engineering Management)