Determinants of the Caller's Satisfaction of Motor Insurance Call Center: The Case of Iran khodro Insurance Services Agency

The objective of this article is to examine the factors affecting customer satisfaction at the call and sales centers of motor insurance of the Iran Khodro Insurance Services agency. Based on the literature review, customer satisfaction is affected by average speed of answer, waiting time in queue, satisfaction on the first contact, abandonment rate, average talk time, adherence to schedule, average work time, telephone service representative turn over and service level. Random sampling technique is used to determine the appropriate sample size. Based on this technique, 384 customers is chosen from motor insurance call center of Iran Khodro insurance services agency. Regression estimates show that telephone service representative turn over, satisfaction on the first contact and waiting time in queue are the main determinants of customer satisfaction.