دور و كلاء خدمات الاتصالات كأحد أنماط التحالفات الإستراتيجية في تحقيق رضا العملاء : (دراسة حالة عن شركة راية لمراكز الاتصالات)‎

الملخص EN

The outsourcing industry has become a way for the success of large and small enterprises, thus producing a strong strategic alliance.

Egypt is making clear progress in this industry, especially in the field of call centers, including customer service, and these companies seek to achieve customer satisfaction by improving the quality of service and reducing the cost of transactions, and this is a challenge between quality and efficiency so that the required goals can be achieved.

This study aims to determine whether KPI has an impact on customer satisfaction for the company that is outsourcing the business, thereby fulfilling the role required of it by the company to which it has pledged the business and thus the continuation of the alliance.