Abstract
In the rapidly evolving landscape of telecommunications, customer satisfaction stands as a pivotal metric for service providers aiming to maintain competitiveness and foster customer loyalty. This research delves into the intricate dynamics of customer satisfaction within the context of telecom services call centers, investigating the various factors that contribute to customer contentment or dissatisfaction. The study employs a mixed-methods approach, combining quantitative surveys and qualitative interviews to gather comprehensive data from a diverse sample of telecom service consumers. Key performance indicators, such as call response times, issue resolution efficiency, and customer service representative competence, will be examined quantitatively. Simultaneously, qualitative insights will be obtained through in-depth interviews, shedding light on customer perceptions, expectations, and overall experiences with telecom call center services. The research aims to identify patterns, c