OPTIMIZING CUSTOMER EXPERIENCE THROUGH PERFORMANCE ENGINEERING IN CALL CENTER APPLICATIONS

Abstract

This study examines the function of performance engineering in enhancing customer experience in call center application settings. As customers anticipate quick, dependable, and smooth service encounters, many call centers have problems with system latency, IVR delays, CRM slowdowns, and unpredictable handling times. This study used a mixed-methods experimental design to look at the baseline performance of the system, make targeted performance engineering changes, and see how those changes affected both technical and experiential outcomes. The results showed that key performance measures had big increases, such as shorter response times, fewer delays in queues, and higher system throughput. Similarly, customer experience metrics like CSAT, call abandonment rate, and first-call resolution showed big improvements. The results show that using formal performance engineering frameworks may considerably improve call center operations, agent productivity, and overall customer happiness. This study presents a scalable framework for the ongoing enhancement of service delivery via data-driven engineering methodologies.