A STUDY ON A STUDY ON SERVICE QUALITY ANALYSIS IN BPO INDUSTRY

WITH SPECIAL REFERENCE TO TIRUCHIRAPALLI

A dissertation submitted to the

SCHOOL OF MANAGEMENT STUDIES

HOLY CROSS COLLEGE ( AUTONOMOUS)

BACHELOR OF. COMMERCE BPO

Submitted by
NAME REG. NO. ROLL NO.
ARCHANA N SF21463
U21CB004
HARINI R U21CB008 SF21467
HARSHINI R U21CB009 SF21468
JENIFER R U21CB011 SF21470
KAVIYA M U21CB016 SF21475
ROSHNI S U21CB027 SF22485
ZAINAB NISHA H U21CB033 SF21491
Under the guidance of Ms. A. SOUNDHARYA

Assistant Professor in Commerce BPO

DEPARTMENT OF COMMERCE BPO

HOLY CROSS COLLEGE (AUTONOMOUS)
AFFILIATED TO BHARATHIDASAN UNIVERSITY
NATIONALLY ACCREDITED (4TH Cycle) WITH ‘A++’ Grade (CGPA 3.75/4) by
NAAC COLLEGE WITH POTENTIAL FOR EXCELLENCE
TIRUCHIRAPALLI - 620002
MARCH 2024
Ms.A.SOUNDHARYA

ASSISTANT PROFESSOR

DEPARTMENT OF COMMERCE BPO

HOLY CROSS COLLEGE (AUTONOMOUS)
TIRUCHIRAPPALLI- 620002

CERTIFICATE

This is to certify that the dissertation titled “A STUDY ON SERVICE QUALITY

ANALYSIS BPO INDUSTRY WITH SPECIAL REFERENCE TO TIRUCHIRAPPALLI”
submitted to the Department of Commerce(BPO), HOLY CROSS COLLEGE (AUTONOMOUS),
TIRUCHIRAPPALLI-2, in partial fulfilment for the award of the degree of BACHELOR OF
COMMERCE BPO for the academic year 2021-2024 is a bonafide record of the original work
done by ARCHANA,HARINI, HARSHINI,JENIFER,KAVIYA,ROSHINI,ZAINAB NISHA
under my guidance and supervision.

HEAD OF THE DEPARTMENT RESEARCH SUPERVISOR

EXTERNALEXAMINER
ACKNOWLEDGEMENT

We praise and thank ALMIGHTY GOD, for showering His grace on us and helping us to cross each
step in our research work successfully.
We extend our profound thanks to our Principal, Dr. (Sr). P. Rajakumari Holy Cross College
(Autonomous) for providing us the golden opportunity to take up this course.

We extend our sincere thanks to Dr. REGINA JONES G Head of the Department of Commerce
BPO , Holy Cross College (Autonomous) for her encouragement and support for the successful
completion of the research work.

We express our profound gratitude to Ms. SOUNDHARYA A, Assistant Professor

of Commerce BPO , Holy Cross College (Autonomous) for providing us valuable
guidance and support for the completion of our research work.

Finally, we record our sincere credit to our parents, relatives, friends and all respondents who helped us
to complete this project.

Place: Tiruchirappalli - 620002 Signature of the Candidates

Date:
 CONTENTS

S.NO TITLE Pg.no

1 INTRODUCTION

REVIEW OF LITERATURE
2

ANALYSIS AND INTERPRETATION OF DATA

3

CONCLUSION, FINDINGS, SUGGESTIONS,

4 BIBLIOGRAPHY AND ANNEXURE

LIST OF TABLES

S . NO TITLE PG.NO

3.1 GENDER OF THE RESPONDENTS

3.2 AGE OF THE RESPONDENTS

3.3 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

3.4 FAMILY TYPE OF THE RESPONDENTS

3.5 ANNUAL INCOME OF THE RESPONDENTS

3.6 PROFESSIONALISM OF THE CUSTOMER SERVICE

3.7 INFORMATION ABOUT THE QUERY OR ISSUE

3.8 ACKNOWLEDGEMENT OF THE QUERY (OR) ISSUE

3.9 KNOWLEDGE LEVEL OF THE CUSTOMER SERVICE

REPRESENTATIVE

3.10
LEVEL OF CUSTOMER SATISFACTION WITH THE ISSUE
RESOLUTION

3.11 THE CLARITY DURING THE INTERACTIONS

3.12 RATINGS OF THE CUSTOMER SERVICE REPRESENTATIVE

3.13 RESOLUTION TIME OF AN ISSUE

3.14 TECHNICAL DIFFICULTIES WITH CUSTOMER SERVICES

3.15 VARIETY OF CUSTOMER SERVICE OPTIONS

3.16
AVAILABILITY OF CUSTOMER SERVICE
REPRESENTATIVE

3.17 ISSUE ESCALATION PROCESS OF THE CUSTOMER

SERVICE REPRESENTATIVE

3.18
APOLOGIZE OF THE CUSTOMER SERVIC REPRESENTATIVE
FOR ANY INCONVENIENCES

3.19 AVAILABILITY OF THE INFORMATION PROVIDED

S.NO TITLE

3.1 GENDER OF THE RESPONDENTS

3.2 AGE OF THE RESPONDENTS

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

3.3
FAMILY TYPE OF THE RESPONDENTS
3.4
ANNUAL INCOME OF THE RESPONDENTS
3.5
PROFESSIONALISM OF THE CUSTOMER SERVICE REPRESENTATIVE
3.6

3.7 INFORMATION ABOUT THE QUERY OR ISSUE

ACKNOWLEDGEMENT OF THE QUERY(OR)ISSUE

3.8
KNOWLEDGE LEVEL OF THE CUSTOMER SERVICE REPRESENTATIVE
3.9
LEVEL OF CUSTOMER SATISFACTION WITH THE ISSUE RESOLUTION
3.10
THE CLARITY DURING THE INTERACTIONS
3.11
RATINGS OF THE CUSTOMER SERVICE REPRESENTATIVE
3.12
RESOLUTION TIME OF AN ISSUE
3.13
TECHNICAl DIFFICULTIES WITH CUSTOMER SERVICE
3.14
VARIETY OF CUSTOMER SERVICE OPTIONS
3.15
AVAILABILITY OF CUSTOMER SERVICE REPRESENTATIVE
3.16

3.17 ISSUE ESCALATION PROCESS OFTHE CUSTOMER SERVICE

REPRESENTATIVE

3.18 APOLOGIZE OF THE CUSTOMER SERVICE

 CHAPTER-I
INTRODUCTION
 INTRODUCTION

This study delves into the intricate framework of quality analysis within the BPO sector, exploring the multifaceted
dimensions that contribute to delivering excellence in service delivery. From stringent quality control measures to
innovative methodologies, the study aims to unravel the underlying mechanisms that drive efficiency and excellence
in BPO operations.

By examining industry best practices, emerging trends, and technological advancements, this study seeks to offer
valuable insights into enhancing quality standards in the BPO industry. Through a meticulous examination of key
performance indicators, quality assurance protocols, and customer satisfaction metrics, the research endeavors to
provide a holistic understanding of the intricate interplay between quality analysis and operational excellence.
Ultimately, this study endeavors to equip BPO stakeholders with actionable strategies and transformative insights
to elevate their quality management practices and consolidate their position in an increasingly competitive
marketplace.

Effective quality analysis positively impacts various aspects of BPO business performance. It improves
operational efficiency by identifying bottlenecks and inefficiencies in processes, leading to streamlined
workflows and cost savings. Moreover, high-quality services enhance customer satisfaction and loyalty, resulting
in increased retention rates and revenue growth. This study is analyse the service quality analysis in BPO industry
and also identify the areas of improvement in customer service processes and procedures.
OBJECTIVES OF THE STUDY:

⮚ To identify the demographic profile of the respondents.

⮚ To enhance customer satisfaction by analyzing service interactions for effectiveness and efficiency.

⮚ To identify areas of improvement in customer service processes and procedures.

⮚ To identify training needs for agents to improve service delivery and product knowledge

SCOPE OF THE STUDY:

A service quality analysis examines the effectiveness and efficiency of services provided by.
Organizations. It encompasses evaluating various dimensions such as reliability, responsiveness,
assurance, empathy, and tangibles. This study aims to know about the satisfaction level of the customers of
BPO industry and also identify the areas of improvement in customer service processes and products.

STATEMENTS OF THE PROBLE:

The statement of the problem in the study of service quality analysis focuses on identify, Challenges
may arise in accurately measuring and interpreting customer feedback, as well as in effectively
implementing improvements based on analysis findings. This study has been made to know the
service quality of a BPO industry in Tiruchirappalli.

AREA OF THE STUDY:

This study concentrated on the area of Tiruchirappalli. The study has been undertaken to analyze
the service quality analysis in BPO industry with special reference to Tiruchirappalli.
 RESEARCH METHEDOLOGY:

This study is descriptive in nature. The primary data were collected through structured questionnaire, who get service
from the BPO industry in Tiruchirappalli. The Primary data were collected from 75 respondents through google form
creation. The secondary data collected from books, journals, articles, newspapers, magazines and websites and
unpublished thesis. The collected data are presented in the form of table and diagram.

LIMITATION OF THE STUDY:

● The study is confined only 75 respondents.

● The study was confined to Tiruchirappalli city only.

CHAPTER SCHEME:

CHAPTER 1 deals with the introduction of the study, it contains Introduction, Objectives of the study,
Scope of the study, Statement of the problem, Area of the study, Period of the study, Research
Methodology, Limitation of the study and Chapter scheme.

CHAPTER 2 deals with review of literature.

CHAPTER 3 deals with the analysis and interpretation of data collected.

CHAPTER 4 deals with the findings, suggestions and conclusion

 CHAPTER-II
REVIEW OF LITRATURE
1. Afrin Anika (2023) has conducted the study on” The Impact of Customer Service Quality on Customer Satisfaction” This
research investigates the link between customer service quality and satisfaction at bank , employing qualitative methods. Findings
emphasize responsive Service, efficiency, personalization, effective complaint resolution, and clear communication as crucial for
customer service .The insights from this study have prove that the bank’s strategic decision-making processes and long-term success
in delivering exceptional customer experiences

2. Ashwini Art et al (2015)has conducted “a study on the impact of quality of work life on performance of bpo employees ” This
study investigates the influence of Quality of Work Life (QWL) on the performance of Business Process Outsourcing (BPO)
employees in Mumbai, India. As BPOs thrive in India, understanding QWL’s impact on employee performance is crucial. Through
empirical analysis, this research aims to uncover the correlation between QWL and various facets of employees’ lives in the BPO
sector. By examining QWL’s effects, this study contributes to enhancing employee well-being and organizational productivity in
the dynamic BPO industry.

3. Christopher M. LEE (2023) has conducted” Quality Assurance (QA) and Customer Satisfaction (CSAT) score cards in BPO
companies” highlighting their role in maintaining stability and guiding business development . Have been resulted for about
80%85% (2011-2013) . This research study will serve to any future developmental research goals relative to business strategy
planning and other contact center outsourcing practic

4. Alexander Anderson (2021) had conducted a study on” the complexities of organizational coordination’s communicative
constitution” A qualitative study on coordinators activities in BPO-environments. This qualitative study examines the
communicative constitution of organizational coordination within business process outsourcing (BPO) environments, Through
semi-structured interviews, it explores how coordinatorsn activities contribute to this constitution. Findings indicate that
organizational coordination is shaped by translations, with suggestions to enhance Taylor et al.’s (1996) framework by incorporating
the hermeneutical perspective of ‘fusion of horizons’.

5 Dewi Nafisah’s (2015) has conducted a study on Customer Service Optimization: A Study of Service Quality Analysis . A Study
enhances customer service through qualitative analysis of service quality using Miles and Huberman model, focusing on data
reduction and conclusion formulation. Data analysis yields comprehensive customer service insights, identifying weaknesses and
guiding improvement strategies, crucial for enhancing customer satisfaction and competitiveness

6.Chhemanand Joshi( 2023) has conducted a study on Measuring the Relationship between Service Quality, Customer Satisfaction
and Customer Loyalty in the Banking Sector. This study examines service quality, customer satisfaction, and loyalty in Nepal’s
banking sector. Tangibility, responsiveness, and assurance were measured. Structural equation modeling revealed positive
relationships and partial mediation by customer satisfaction as the result The study prove that the aids bank managers in prioritizing
customer satisfaction and loyalty for competitive edge. Future research can explore serial and parallel mediation effects.

7.Mahapatra Swadesin, et al (2023) has conducted a BPO World: An analysis of the emergence of BPO industry. In India
Exploring the dynamic landscape of India’s IT-BPO industry, this paper delves into its profound impact, growth opportunities, and
challenges, highlighting the imperative of adaptability in a rapidly evolving global economy.” The result in the expansion of the
service sector and redefined notions of time, space, distances, boundaries and borders on the global stage.
8.Nedelyn Magtibay et al (2023) has conducted a study on An input–output analysis of the Philippine BPO industry . The paper
examines the Philippine BPO sector, compares it with India, and evaluates its inter-sectoral linkages. While not a key stimulator of
production, growth could impact compensation and employment with policy and human capital improvements. These result show
that an increases in Bpo revenues will generate new job in the other sectors.

9.Anand Kumar Jaiswal (2018),”Customer satisfaction and service quality measurement in Indian call centres” . this is qualitative
study explores customer satisfaction and service quality measurement practices in Indian call centres through in-depth interviews
with senior managers. It emphasizes the need for systematic quality measurement to enhance customer experience. Study suggests
that call centre managers overly depend on operational measures. Customer orientation in assessing service performance is either
low or absent in most call centres

10.Walker, B. (2018) has conducted a study on “The Role of Leadership in Shaping Service Quality in BPOs” .Walker’s study
examines how leadership styles impact service quality in BPO firms, using quantitative and qualitative methods to explore this
correlation .Research finds a strong link between transformational leadership and better service quality in BPOs, fostering employee
satisfaction and commitment.

11. Rodriguez, M.(2019)“Service Quality Benchmarking in BPOs: A Comparative Analysis” Rodriguez analyzes service quality
across BPOs using benchmarking, discussing implications for industry-leading service standards .the finds of the study is
Benchmarking unveiled service quality discrepancies among BPOs. High performers prioritize improvement and adaptability, while
adopting benchmarking leads to tangible service enhancements.

12.Khan, F.( 2020): “The Evolution of Customer Service in BPOs: A Longitudinal Analysis Khan’s study traces BPO customer
service evolution, noting changes in expectations and practices, guiding BPOs in adapting future strategies. As the result of the
study the BPOs embracing digitalization and personalization saw increased customer satisfaction and retention rates, highlighting
the importance of evolving customer preferences.

13.Gupta, R(2018 )“Digital Transformation and Service Quality in BPO .Gupta studies digital transformation’s impact on BPO
service quality, using surveys and case studies to analyze technology integration, advocating for advancement. As result of the study
theDigitally transformed BPOs saw efficiency gains and positive client perceptions, with improved service metrics, suggesting
digital adoption enhances overall service quality.

14. Park, S. (2019) “Customer Feedback Mechanisms and Service Quality in BPOs” The research explores how customer feedback
influences BPO service quality, identifying effective practices for continuous improvement, emphasizing practical feedback
implementation. They suggest that the. BPOs utilizing feedback mechanisms saw better customer engagement and employee
motivation, resulting in improved service quality metrics and personalization.

15. White, G. (2017)“Service Quality and Customer Loyalty in BPOs: A Longitudinal Study” White’s study examines service
quality’s impact on customer loyalty in BPOs over time, finding a positive correlation through surveys and retention analysis . The
finds that the. Customers remain loyal to BPOs offering consistent high-quality services, citing reliability, responsiveness, and
personalization. This approach boosts customer loyalty and retention.

16.Kim, H. (2021): “Cross-Cultural Considerations in BPO Service Quality” the Study delves into cross-cultural influences on
BPO service quality, identifying cultural nuances affecting client satisfaction, stressing the importance of sensitivity. The study
conclude that the Culturally aware BPOs saw better client communication. Managers valued cultural sensitivity, leading to improved
service, reduced misunderstandings, and enhanced employee competence.

17. Watson, L.,(2016)“Innovative Service Models in BPOs: Watson’s research explores innovative service models’ impact on BPO
quality. Case studies analyze novel approaches and their effects on satisfaction and efficiency. The study embracing innovation saw
improved service dynamics and problem-solving focus. Employees embraced new approaches, leading to enhanced satisfaction and
efficiency

18.Martinez, E.(2020 )” The Impact of Outsourcing Practices on BPO Service Quality” Martinez investigates outsourcing’s impact
on BPO service quality. Surveys and case studies analyze how outsourcing affects overall service delivery. the Insights from
employees and managers emphasized challenges and benefits of outsourcing. Clear communication and collaboration led to
sustained service quality.

19.Taylor, M. (2018) “The Role of Employee Recognition in BPO Service Quality “Taylor examines employee recognition
programs’ impact on BPO service quality. Surveys and performance data explore how rewards affect staff motivation and
performance. The study Recognition that increased employee motivation and satisfaction. Managers noted improved attitudes,
leading to better client focus and service quality

20.urner, E. (2019) “Quality Assurance Practices in BPOs: A Comparative Study” Research compares QA practices in BPOs.
Surveys and case studies explore how different approaches affect service quality and client satisfaction. As Result Proactive QA
boosts BPOs’ service quality, cuts errors, and boosts satisfaction. Strategic QA uplifts service delivery, says study
 CHAPTER-III
ANALYSIS AND
INTERPRETATION OF DATA
 TABLE 3.1
GENDER OF THE RESPONDENTS

GENDER NO. OF RESPONDENTS PERCENTAGE (%)

S. NO.
1. Male 23 31

2. Female 51 68

3. Transgender 1 1

TOTAL 75 100

Source: Primary data

INTERPRETATION:
The above table shows the gender of the respondents, 31 percent of the respondents are male, 68 percent are
female, and 1 percent are transgender.
The majority (68 percent) of the respondents are female.
 Figure 3.1

GENDER OF THE RESPONDENTS

 TABLE 3.2 AGE OF THE RESPONDENTS

S No AGE NO OF RESPONDENTS Percentage (%)

1. 18-28 Years 61 82
2. 29-38 Years 9 16
3. 38-48 Years 4 5
4. Above 48 Years 1 1
TOTAL 75 100

Source: Primary data

INTERPRETATION:
The above table shows that the age group of the respondents, 82 percent of respondents are below 28 years
of age, 12 percent are below 38 years of age, 5 percent are below 48 years of age, and 1 percent are above
48 years. age group
The majority (81 percent) of respondents are under 28 years old.
 Figure 3.2

AGE OF THE RESPONDENTS

Series1 Series2

70

60 82.00%

50

40

30 61

20

10 12%
9 5.00
0 4% 1.00
1%
18-28 YEARS 29-38YEARS 38-48YEARS ABOVE 40YEARS
 TABLE 3.3
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

S.NO. EDUCATIONAL NO. OF PERCENTAGE (%)

QUALIFICATION RESPONDENTS

1. UG graduates 67
50
2. PG graduates 19
14
th
3. 12 9
7
4. Others 5
4
TOTAL 100
75
Source: Primary data

INTERPRETATION:
The above table shows that educational qualifications of the respondents, 67 percent of the respondents are
UG graduates, 19 percent of the respondents are PG graduates, 9 percent of the respondents are 12th
graders, and 5 percent of the respondents are others.

The majority (67 percent) of the respondents are UG graduates.

 Figure 3.3

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

Series1 Series2

UG PG 12 T H ST A ND A R D O T H ER S
 TABLE 3.4
FAMILY TYPE OF THE RESPONDENTS

S.NO. FAMILY TYPE NO. OF PERCENTAGE (%)

RESPONDENTS

1. 47 63
Nuclear

2. Join 28 37

TOTAL
75 100

Source: Primary data

INTERPRETATION:
From the above table shows that the family type of respondents, 63 percent of the respondents are nuclear,
and 37 percent of the respondents are joined.

The majority (63 percent) of the respondents are nuclear.

Figure 3.4
 TABLE 3.5
ANNUAL INCOME OF THE RESPONDENTS

S.NO. ANNUAL INCOME NO. OF PERCENTAGE (%)

RESPONDENTS
1. Rs.25,000-50,000 31 41

2. Rs.50,000-1,00,000 21 31

3. Rs.1,00,000-3,00,000 12 16

4 More thanRs.3,00,000 9 12

TOTAL 75 100

Source: Primary data

INTERPRETATION:
The above table shows that the annual income of respondents, 41 percent below Rs 50,000, 31 percent
below Rs 1,00,000, 16 percent below Rs 3,00,000, and 12 percent above Rs 3,00,000.

The majority (41 percent) of the respondent’s annual income is below Rs 50,000.
 Figure 3.5

ANNUAL INCOME
Series1 Series2

25, 000-50, 000 50, 000-1, 00, 000 1, 00, 000-3, 00, 000 MORE
T H A N3, 00, 000

.
 TABLE 3.6
PROFESSIONALISM OF THE CUSTOMER SERVICE REPRESENTATIVE
S.NO. PROFESSIONALISM OF THE NO. OF PERCENTAGE
REPRESENTATIVE RESPONDENTS
1. Highly Satisfied 30 40
2. Satisfied 27 36

3. Neutral 14 18

4. Dis satisfied 2 3
5. Highly Dissatisfied 2 3

TOTAL 75 100
Source: primary data
INTERPRETATION:
The above table shows that the professionalism of a customer service representative. 40 percent of the
respondents chosen highly satisfied,36 percent of the respondents chosen satisfied,18 percent of the
respondents choose neutral,3 percent of the respondents chosen dissatisfied,3 percent of the respondents
chosen highly dissatisfied.

The majority (40 percent) of the respondents chosen were highly satisfied.
Figure 3.6
 TABLE 3.7
INFORMATION ABOUT THE QUERY OR ISSUE

S.NO. INFORMATION ABOUT THE NO. OF THE PERCENTAGE (%)

QUERY OR ISSUE RESPONDENTS
1. Occasionally Updated 3 4

2. My awareness varied 4 5

3. Yes, Regularly Updated 44 59

4. Yes, but infrequently updated 20 27

5. No, was not kept informed 4 5

TOTAL 75 100

Source: primary data

INTERPRETATION:
The above table shows that the Information about query or issue. 59 percent of the respondents chosen yes,
regularly updated,27 percent of the respondents chosen Yes, but infrequently updated, 5 percent of the
respondents chosen my awareness varied, 5 percent of the respondents chosen No, was not kept informed,4
percent of the respondents chosen Occasionally updated.
The Majority (59 percent) of the respondents chosen Yes, regularly updated.
Figure 3.7
 Table 3.8
ACKNOWLEDGEMENT OF THE QUERY (OR) ISSUE

S. ACKNOWLEDGEMENT OF NO. OF THE PERCENTAGE (%)

NO. THE QUERY (OR) ISSUE RESPONDENTS
1. Yes, immediately 38 51

2. Yes, within a reasonable time 28 37

frame
3. No, took longer than expected 5 7

4. No, not at all 4 5

5. Not applicable 0 0

TOTAL 75 100

Source: primary data

INTERPRETATION:
From the above table shows that the Acknowledgement of the query or issues. 51 percent of the reasonable
time frame,7 percent of the respondents chosen No, took longer than expected,5 percent of the respondents
chosen No, not at all.

The Majority (51percent) of the respondents chosen Yes. Immediately.

Figure 3.8
 TABLE 3.9
KNOWLEDGE LEVEL OF THE CUSTOMER SERVICE REPRESENTATIVE

S.NO. KNOWLEDGE LEVEL OF THE NO. OF THE PERCENTAGE (%)

CUSTOMER SERVICE RESPONDENTS
REPRESENTATIVE
1. Very knowledgeable 26 35

2. knowledgeable 41 55

3. Somewhat knowledgeable 5 6

4. Not knowledgeable 3 4

5. average 0 0

TOTAL 75 100

Source: primary data

INTERPRETATION:
From the above table shows that the knowledge level of the customer service representative.55 percent of
the respondents chosen knowledgeable,35 percent of the respondents chosen very knowledgeable, 6 percent
of the respondents chosen somewhat knowledgeable,4 percent of the respondents chosen Not
knowledgeable.
The Majority (55) percent of the respondents chosen knowledgeable.
Figure 3.9
 TABLE 3.10
LEVEL OF CUSTOMER SATISFACTION WITH THE ISSUE RESOLUTION

S.NO. LEVEL OF CUSTOMER NO.OF. RESPONDENTS PERCENTAGE (%)

SATISFACTION WITH THE
ISSUE RESOLUTION
1. Highly satisfied 28 37

2. Satisfied 41 55

3. Highly dissatisfied 4 5

4. Dissatisfied 2 3

5. Neutral 0 . 0

TOTAL 75 100

Source: primary data

INTERPRETATION:

From the above table shows that the level of satisfied with the issues resolution provided. 55 percent of the
respondents chosen satisfied, 37 percent of respondent chosen highly satisfied, 5 percent of the respondents
chosen highly dissatisfied, 3 percent of respondent chosen dissatisfied.

The majority (51 percent) of the respondents chosen were satisfied.

Figure 3.10
 TABLE: 3:11 THE CLARITY DURING THE INTERACTIONS

S.NO THE CLARITY DURING THE NO. OF THE PERCENTAGE(%)

. INTERACTION RESPONDENT
S
1. Very clear 33 44

2. Clear 30 40

3. Some were clear 9 12

4. Not very clear 3 4

5. Neutral 0 0

TOTAL 75 100

SOURCE: Primary data INTERPRETATION:

The above table shows that the clarity during the interaction. 44 percent of the respondents chosen very
clear, 40 percent of the respondents chosen clear, 12 percent of the respondents chosen somewhere clear, 4
percent of respondents chosen not very clear.

The majority (44 percent) of the respondents chosen Very clear.

Figure 3.11
 TABLE 3.12
RATINGS OF THE CUSTOMER SERVICE REPRESENTATIVE

S.NO. RATE OF THE CUSTOMER NO. OF THE PERCENTAGE (%)

SERVICE REPRESENTATIVE RESPONDENTS

1. Likely 33 45

2. Very Likely 24 32

3. Neutral 14 19

4. Unlikely 2 2

5. Very unlikely 2 2

TOTAL 75 100

SOURCE: PRIMARY DATA INTERPRETATION:

The above table shows the rating of the customer service representative. 45 percent of the respondents
chosen were likely, 32 percent of the respondents chosen were very likely, and 19 percent of the respondents
chosen were neutral. 2 percent of the respondents chosen were very unlikely, and 2 percent of the
respondents showed an unlikely
The majority (45 percent) of the respondents chosen were likely.
Figure 3.12
 TABLE 3.13
RESOLUTION TIME OF AN ISSUE
S.NO. RESOLUTION TIME OF AN NO. OF THE PERCENTAGE (%)
ISSUE RESPONDENTS
1 Highly satisfied 34 45

2. satisfied 21 ..31

3. Neutral 13 17

4. Dissatisfied 3 4

5. Highly dissatisfied 2 3

TOTAL 75 100

SOURE: primary data

INTERPRETATION:
The above table shows the resolution time of an issue. 45 percent of the respondents chosen satisfied, 31
percent of the respondents chosen highly satisfied, 17 percent of the respondents chosen neutral, 4
percent of the respondents chosen highly dissatisfied, and 3 percent of the respondents chosen
Dissatisfied The majority (45 percent) of the respondents chosen were satisfied.
Figure 3.13
 TABLE 3.14
TECHNICAL DIFFICULTIES WITH CUSTOMER SERVICE

S.NO. TECHNICAL DIFFICULTIES NO. OF THE PERCENTAGE (%)

WITH CUSTOMER SERVICE RESPONDENTS
1. Frequently 31 41

2. Occasionally 27 37

3. Did not face any difficulties 16 22

4. Faced& resolved 1 1

5. Faced but not resolved 0 0

TOTAL 75 100

Source: primary data

INTERPRETATION:
From the above table shows the technical difficulties with customer service. 41 percent of the respondents
chosen Frequently,37 percent of the respondents chosen Occasionally,22 percent of the respondents chosen
Did not face any difficulties,1 percent of the respondents chosen faced & resolved.

The Majority (41 percent) of the respondents chosen Frequently.

 Figure 3 14
TECHNICAL DIFFICULTIES WITH CUSTOMER SERVICE
 TABLE 3.15
VARIETY OF CUSTOMER SERVICE OPTIONS

S.NO. VARIETY OF CUSTOMER NO. OF THE PERCENTAGE (%)

SERVICE OPTIONS RESPONDENTS
1.
Highly satisfied 32 43

2.
Satisfied 25 33
3.
Neutral 12 16
4.
Dissatisfied 4 5
5.
Highly dissatisfied 2 3
TOTAL
75 100
SOURCE: PRIMARY DATA INTERPRETATION:
From the above table shows the 43 percent of the respondents chosen Highly satisfied,33 percent of the
respondents chosen satisfied,18 percent of the respondents chosen Neutral,5 percent of the respondents
chosen Dissatisfied ,3 percent of the respondents chosen Highly dissatisfied.

Majority (43 percent) of the respondents chosen Highly satisfied.

Figure 3.15
 TABLE 3.16 AVAILABILITY OF CUSTOMER SERVICE REPRESENTATIVE
S.NO. AVAILABILITY OF THE NO. OF THE PERCENTAGE (%)
CUSTOMER SERVICE RESPONDENTS
REPRESENTATIVE

1. Always available 30 40

2. Mostly available 28 37

3. Sometimes available. 11 15

4. Rarely available 4 5

5. Never available 2 3

TOTAL 75 100
Source: primary data
INTERPRETATION:
The above table shows that the availability of the customer service representative. 40 percent of the
respondents chosen Always Available, 37 percent of the respondents chosen Mostly Available, 15 percent of
the respondents chosen Sometimes available, 5 percent of the respondents chosen Rarely Available, 3
percent of the respondents were never available.

The majority (40 percent) of the respondents chosen Always Available.

Figure 3.16
 TABLE: 3.17
ISSUE ESCALATION PROCESS OF THE CUSTOMER SERVICE REPRESENTATIVE
S.NO ISSUE ESCALATION PROCESS NO.OF.THE PERCENTAGE (%)
OF THE CUSTOMER SERVICE RESPONDENTS
REPRESENTATIVE
1. Excellent 38 51

2. Good 26 35

3. Average 8 16

4. Poor 2 3

5. Very poor 1 1

TOTAL 75 100

Source: primary data

INTERPRETATION:
From the above table shows the issue escalation process of the customer service representative 51 percent
of the respondents chosen Excellent,35 percent of the respondents chosen Good,16 percent of the respondents
chosen Average,3 percent of the respondents chosen poor, 1 percent of the respondents chosen very poor.

The Majority (51percent) of the respondents chosen Excellent.

Figure 3.17
 TABLE :3.18
APOLOGIZE OF THE CUSTOMER SERVICE
REPRESENTATIVE FOR ANY INCONVENIENCES
S.NO APOLOGIZE OF THE NO. OF THE PERCENTAGE (%)
CUSTOMER SERVICE RESPONDENTS
REPRESENTATIVE
FOR ANY
INCONVENIENCES
1.
Yes 64 86
2.
No 10 14
TOTAL 75 100

Source: primary data

INTERPRETATION:
The above table shows the apologies of the customer service representative for any inconveniences. 86
percent of the respondents were chosen. Yes, 14 percent of the respondents chosen No. The majority
(86 percent) of the respondents chosen Yes.
Figure 3.18
 TABLE 3.19
AVAILABILITY OF THE INFORMATION PROVIDED

S.NO. AVAILABILITY OF NO. OF THE PERCENTAGE (%)

INFORMATION RESPONDENTS
PROVIDED
1. Highly satisfied 32 43

2. Satisfied 28 39

3. Neutral 10 13

4. Dissatisfied 3 4

5. Highly dissatisfied 1 1

TOTAL 75 100

Source: primary data

INTERPRETATION:
From the above table shows the Availability of Information provided. 43 percent of the respondents chosen
Highly satisfied,39 percent of the respondents chosen satisfied,13 percent of the respondents chosen
Neutral,4 percent of the respondents chosen Dissatisfied,1 percent of the respondents chosen Highly
dissatisfied.

The Majority (46 percent) of the respondents chosen Highly satisfied.

Figure 3.18
 TABLE 3.20 USERS OF THE BPO SERVICES

S.NO. RESPONDENTS WHO WILL NO. OF PERCENTAGE

USE BPO SERVICES RESPONDENTS

1 Yes 64 86

2 No 10 14

TOTAL 75 100

Source: primary data

INTERPRETATION:
The above table shows the respondents who will use the BPO service. 86 percent of the respondents chosen
Yes; 14 percent of the respondents chosen No.

The majority (86 percent) of the respondents chosen Yes.

Figure.3.20
 TABLE: 3.21
SUGGESTION FOR BETTER SERVICES

S. NK SUGGESTION FOR NO. OF THE

BETTER SERVICES RESPONDENTS PERCENTAGE (%)
1.
Communication 30 52
2.
Hospitality 29 32
3.
Consistent update 13 17
4.
Empathy 2 3
5. 1 1
Adaptability
TOTAL 75 100

Source: primary data

INTERPRETATION:
From the above table shows the 52 percent of the respondents chosen communication,32 percent of the
respondents chosen Hospitality,17 percent of the respondents chosen constant update,3 percent of the
respondents chosen Empathy,1 percent of the respondents chosen Adaptability.

The Majority (52 percent) of the respondents chosen communication.

Figure 3.21
 TABLE 3.22 VALUABLE FEATURE OF CUSTOMER SERVICES

S.NO. VALUABLE FEATURE OF NO. OF RESPONDENT PERCENTAGE (%)

CUSTOMER SERVICES

1. Patience 36 48

2. Problem solving 16 21

3. Empathy 14 19

4. Active listening 9 12

5. Accountability 0 0

TOTAL 75 100
Source: primary data
INTERPRETATION:
The above table shows that the valuable features of customer service. 48 percent of the respondents chosen
patience, 21 percent chose problem solving, and 19 percent chose active listening.

The majority (48 percent) of the respondents chosen patience.

Figure 3.22
 TABLE 3.23
IMPORTANT FEATURES OF CUSTOMER SERVICE

S.NO. IMPORTANT FEATURE OF NO. OF THE PERCENTAGE (%)

CUSTOMER SERVICE RESPONDENTS

1. Banking and insurance 41 55

2. Technical help desk 16 21

3. Health care 16 21

4. Logistics 2 3

5. HR services 0 0

TOTAL 75 100
Source: primary data
INTERPRETATION:
From the above table shows that the important features of customer service of the respondents. 55 percent of
respondents chosen banking and insurance services, 21 percent of the respondents chosen technical help
desk services, 21 percent of the respondents chosen health care services, 3 percent of the respondents chosen
logistics and 0 percent chosen HR services.
The. Majority (55 percent) of the respondents chosen banking and insurance services.
Figure 3.23
 TABLE 3.24
NAVIGATION OF CUSTOMER SERVICE

S.No NAVIGATION OF THE CUSTOMER NO OF THE PERCENTAGE

SERVICE RESPONDENT

1 Convenient 66 88

2 Difficult 9 12

TOTAL 75 100

Source: primary data

INTERPRETATION:
From the above table shows that the navigation of customer service. 88 percent of the respondents
chosen Convenient; 12 percent of the respondents chosen Difficult. The Majority (88 percent) of the
respondents chosen convenient.
Figure 3.24
 CHAPTER- IV
FINDINGS, SUGGESTION
AND CONCLUSION.
FINDINGS

1. The Majority (63 percent) of the respondents are nuclear.

2. The Majority (41 percent) of the respondent’s annual income are below Rs 50,000.
3. The Majority (40percent) of the respondents chosen highly satisfied.
4. The Majority (59 percent) of the respondents chosen Yes, regularly updated
5. The Majority (51percent) of the respondents chosen Yes. Immediately.
6. The Majority (55) percent of the respondents chosen knowledgeable.
7.The Majority (51 percent) of the respondents chosen satisfied
8.The Majority (44 percent) of the respondents chosen Very clear.
9. The Majority (45 percent) of the respondents chosen likely.
10.. The Majority (45 percent) of the respondents chosen satisfied.
11.. The Majority (41 percent) of the respondents chosen Frequently.
12. The Majority (43 percent) of the respondents chosen Highly satisfied.
13. The Majority (40 percent) of the respondents chosen Always Available.
14.The Majority (51percent) of the respondents chosen Excellence
15.The Majority (46 percent) of the respondents chosen Highly satisfied
16. The Majority (52 percent) of the respondents chosen communication.
17. The Majority (48 percent) of the respondents chosen Patience.
18.The Majority (55 percent) of the respondents chosen banking and insurance Service.
SUGGESTION

● Invest in ongoing training and development programs to equip employees with the necessary skills
and knowledge to deliver exceptional service.

● Implement advanced technologies, such as AI and automation, to optimize service processes and
reduce response times.

● Foster a culture of continuous improvement by soliciting feedback from both customers and
employees and actively addressing identified issues.

● Emphasize the importance of empathy and emotional intelligence in customer interactions, ensuring
that customers feel valued and understood.

● Develop robust quality assurance protocols to monitor service delivery standards and identify areas
for refinement.
 CONCLUSION

In the dynamic landscape of the Business Process Outsourcing (BPO) industry, ensuring quality has become
a paramount concern. As businesses increasingly rely on outsourcing partners to handle critical processes, the
need for comprehensive quality analysis has grown exponentially. This study delves into the intricate
framework of quality analysis within the BPO sector, exploring the multifaceted dimensions that contribute
to delivering excellence in service delivery. From stringent quality control measures to innovative
methodologies, the study aims to unravel the underlying mechanisms that drive efficiency and excellence in
BPO operations.
By examining industry best practices, emerging trends, and technological advancements, this study seeks to
offer valuable insights into enhancing quality standards in the BPO industry. Through a meticulous
examination of key performance indicators, quality assurance protocols, and customer satisfaction metrics,
the research endeavors to provide a holistic understanding of the intricate interplay between quality analysis
and operational excellence. Ultimately, this study endeavors to equip BPO stakeholders with actionable
strategies and transformative insights to elevate their quality management practices and consolidate their
position in an increasingly competitive marketplace.
Effective quality analysis positively impacts various aspects of BPO business performance. It improves
operational efficiency by identifying bottlenecks and inefficiencies in processes, leading to streamlined
workflows and cost savings. Moreover, high-quality services enhance customer satisfaction and loyalty,
resulting in increased retention rates and revenue growth. This Study analyzes the service quality analysis in
the BPO industry and also identifies areas for improvement in customer service processes and procedures.
BOOK REFERENCE

● Service Quality: Research Perspectives" edited by John L. Crompton and Jack R. West.

● Service Management: Operations, Strategy, Information Technology" by James A. Fitzsimmons,

Mona J.

● Service Quality Management in Hospitality, Tourism, and Leisure" by Jay Kandampully and Noelle
M. Patterson.

● Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis
Methods" by Bob E. Hay

● Customer Satisfaction: The Art of Closing the Loop" by Richard Owen and Laura L. Brooks.
Bibliography

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WEBSITE

● https://scholar.google.com/
● https://www.researchgate.net/
● https://www.researchmatch.org/
● https://www.sciencedirect.com/
● https://clinicaltrials.gov/
 ANNEXURE
A STUDY ON SERVICE QUALITY ANALYSIS IN BPO INDUSTRY WITH
REFERENCE TO TIRUCHIRAPALLI
1.Gender
a) Male b) Female c) Transgender

2. Age
a)18-28 years b) 29-38 years c) 38-48 years d) Above 48

3. Education qualification
a) 12th standard b) UG c) PG d) Other

4. Family type
a)Join b) Nuclear

5. Annual income
a)Rs.25,000-Rs.50,000 b) Rs.50,000-Rs.1,00,00
c) Rs.1,00,000-Rs.3,00,000 d) More than 3,00,000

6. How would you rate professionalism of the customer service representative?

a)Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

7. Were you kept informed about the program of your query or issue?
a)Occasionally updated b) My awareness varied c) Yes regularly updated
d)Yes but infrequent updated e) No was not kept informed

8. Did the customer service representative address your query promptly?

a)Yes, immediately b) Yes, within a reasonable time frame
c) No, took longer than expected d) No, not at all e) Not applicable

9.How knowledgeable did you find the customer service representative?

a)Very knowledgeable b) Knowledgeable c) Somewhat knowledgeable
d) Not knowledgeable at all e) Average

10.Were you satisfied with the resolution provided to you issue?

a)Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

11.How would you rate the clarity of communication during the interaction?
a)Very clear b) Clear c) Somewhat clear d) Not very clear e) Neutral

12. How likely are you to recommend our customer service to others based on this experience?
a)Very likely b) Likely c) Neutral d) Unlikely e) Very unlikely

13. How satisfied are you with the resolution time for the tour issue?
a)Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied
14.Did you face any technical difficulties while interacting with customer service?
a)Frequently b) Occasionally c) Did not face any difficulties
d)Faced and resolved e) Faced but no response

15. How satisfied are you with the option provided for reaching customer service
(phone ,email ,chat ,etc.)?
a)Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

16.The availability of customer service representatives?

a)Always available b) Mostly available c) Sometimes available
d) Rarely available e) Never available

17.The problem-solving skills of the customer service representative?

a)Excellent b) Good c) Average d) Poor e) Very poor

18.Did the customer service representative apologize for any inconvenience caused during the interaction?
a)Yes b) No

19.How satisfied are you with the accessibility of information provided by customer service?
a)Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

20.Are you likely to continue using BPO customer service in future?

a)Yes b) No

21.What improvement would you suggest for better service?

a) Communication b) Hospitality c) Consistence update d) Adaptability e) Empathy

22. Which 1 feature is the most valuable about customer service?

a) Empathy b) Patience c) Problem solving d) Active listening e) Accountability

23. Which industry has to improve their customer service?

a) Banking and insurance b) Technical help desk c) Health care
d) HR service e) Logistics

24.. How easy is to navigate customer service?

a) Convenient b) Difficult