Empirical benchmarking of virtual service centers' service quality: a case of a large telecom service provider in India

PurposeThis paper aims to present a hybrid approach to measure the efficiency of virtual contact centers (VCCs) started during the pandemic and benchmark them for service performance. The results are used to plot the VCC's efficiency score (performance) and customer perception (Importance) to propose appropriate strategies.Design/methodology/approachUsing the survey method, 854 responses were collected from customers who used VCC services during the pandemic. This data was then employed to assess the performance of VCCs using SERVPERF and DEA methods, followed by the development of the model for performance analysis.FindingsResults reveal the ranking of different VCCs started during the pandemic for the telecom company using SERVPERF and DEA methods. Further, the performance analysis model highlighted the strategies appropriate for each VCCs.Practical implicationsThe findings add to the body of knowledge on how multiple service units of a large organization can assess service efficiency utilizing a combination of SERVPERF-DEA. The present work also contributes to the performance analysis field by proposing a model to assess the service centers and provide improvement guidelines.Originality/valueThe work is one of the first to assess the service efficiency of the VCCs started during the pandemic by using a unique hybrid approach of SERVPERF and DEA. This approach provides a direction to whom to benchmark and to what degree service quality should be improved. Further, the study proposes a unique performance analysis model based on performance scores and customer perception.

COVID-19 and Loneliness among Older Adults: Associations with Mode of Family/Friend Contacts and Social Participation.

OBJECTIVES: Given physical/social distancing due to COVID-19, we examined associations between self-reported loneliness and changes in contact with family/friends and mode of social participation among older adults. METHODS: Data came from the 2020 National Health and Aging Trend Study (NHATS) and its supplemental mail COVID-19 survey (N = 2,910 respondents who reported changes in loneliness during the COVID-19 outbreak). We fit a generalized linear model (GLM) with Poisson and log link using increased versus the same/decreased loneliness as the dependent variable and changes in frequencies of four modalities of contact with family/friends and social participation mode during COVID-19 as the independent variables. RESULTS: Approximately 19% of respondents reported feeling lonely on more days during COVID-19. GLM results showed that decreased in-person contact (AOR = 1.42, 95% CI = 1.17-1.73) and increased video call contact (AOR = 1.30, 95% CI = 1.01-1.66) with family/friends and on-line participation in clubs, classes, and other organized activities (AOR = 1.36, 95% CI = 1.04-1.77) were associated with higher odds of increased loneliness. CONCLUSIONS: Virtual interaction is not an effective substitute for in-person interaction for older adults and is associated with increased loneliness. CLINICAL IMPLICATIONS: : Innovative means of making virtual contacts more similar to in-person contacts are needed to decrease older adults' loneliness during COVID-19.

[Recommendations for the support of suffering, severely ill, dying or grieving persons in the corona pandemic from a palliative care perspective : Recommendations of the German Society for Palliative Medicine (DGP), the German Interdisciplinary Association for Intensive and Emergency Medicine (DIVI), the Federal Association for Grief Counseling (BVT), the Working Group for Psycho-oncology in the German Cancer Society, the German Association for Social Work in the Healthcare System (DVSG) and the German Association for Systemic Therapy, Counseling and Family Therapy (DGSF)]. / Empfehlungen zur Unterstützung von belasteten, schwerstkranken, sterbenden und trauernden Menschen in der Corona-Pandemie aus palliativmedizinischer Perspektive : Empfehlungen der Deutschen Gesellschaft für Palliativmedizin (DGP), der Deutschen Interdisziplinären Vereinigung für Intensiv- und Notfallmedizin (DIVI), des Bundesverbands Trauerbegleitung (BVT), der Arbeitsgemeinschaft für Psychoonkologie in der Deutschen Krebsgesellschaft, der Deutschen Vereinigung für Soziale Arbeit im Gesundheitswesen (DVSG) und der Deutschen Gesellschaft für Systemische Therapie, Beratung und Familientherapie (DGSF).

The corona pandemic has led to a number of restrictions and prohibitions, which in turn place large psychosocial or spiritual burdens on patients with COVID-19, their families and relatives and the treating personnel in the healthcare system. Patients with COVID-19 are not allowed to receive visitors and many hospitals and nursing homes have completely banned visitors. Many support services have been reduced or stopped completely. Necessary treatment interventions for other patients with critical and life-limiting diseases have been delayed or suspended in order to free resources for the expected COVID-19 patients; however, these people need to feel social connectedness with their relatives. Palliative care patients should be exempted from any ban on visitors. Families should be able to visit dying patients even on intensive care units or isolation wards, using adequate protective equipment. Alternative options, such as video telephone calls or via social media should be explored for patients in isolation. Families should also be enabled to say goodbye to the deceased with adequate protective equipment or should be offered alternative real or virtual options for remembrance and commemoration. Health care professionals coping with the exceptional stress should be continuously supported. This requires clear communication and leadership structures, communication training, psychosocial support, but most of all optimal framework conditions for the clinical work.