Evaluating the Success of “Connect First” Information System Utilized by the Office Gurus

Abstract

A considerable amount of research has been conducted on information systems in call centers globally, little research has been carried out here in the country of Belize. This study provides an empirical test of gaining insight into the perspective of call center agents in regards to the Connect First information system. The testing model consists of six dimensions: information quality, system quality, technological quality, service quality, user satisfaction, use and perceived net benefits. The data collected by questionnaire – were analyzed using the SPSS program – from thirty-five customer service of The Office Gurus call center located in the City of Belmopan. The findings of this study provide several important implications for the call center industry, as the hypothesized relationships between the aforementioned variables are supported by the data that was collected. The research is then concluded with a discussion of the limitations of this study, the conclusion and recommendations for future researches.