Възможности за подобряване на обслужването на клиенти в аутсорсинг компании
Opportunities for Improving Customer Service in Outsourcing Companies

Author(s): Hristiyana Stoyanova
Subject(s): Economy, Business Economy / Management, Marketing / Advertising, Socio-Economic Research
Published by: Университет за национално и световно стопанство (УНСС)
Keywords: customer service; outsourcing companies; SERVQUAL model; service quality; communication
Summary/Abstract: The quality of customer service is an essential element of logistics processes and a determining factor for the competitiveness of outsourcing companies. In this context, the study aims to assess the level of service in a specific organization and to propose guidelines for its improvement. The methodology is based on the SERVQUAL model, with data collected through a customer survey. The analysis shows high satisfaction in the dimensions of "confidence" and "digital environment," while the lower values for "responsiveness" and "reliability" highlight the need for clearer communication and traceability of cases. A limitation of the study is the small number of respondents and the influence of the timing of the survey on their assessments. The proposed measures include the introduction of more structured processing stages, automatic notifications, and training in flexible communication, which can improve the perceived quality of service.

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