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Developments in the call centre industry: Analysis, changes and challenges

Connell, Julia (contributor); Burgess, John (contributor) - 2006

Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be...

Persistent link: https://www.econbiz.de/10012990561

The role of peers in estimating tenure-performance profiles: Evidence from personnel data

de Grip, Andries; Sauermann, Jan; Sieben, Inge - 2011

In this paper, we estimate tenure-performance profiles using unique panel data that contain detailed information on individual workers' performance. We find that a 10 per cent increase in tenure leads to an increase in performance of 5.5 per cent of a standard deviation. This translates to an...

Persistent link: https://www.econbiz.de/10010282503

Linkages between CRM technologies, knowledge applications and first call resolution in inbound call centres

Abdullateef, Aliyu Olayemi; Mokhtar, Sany Sanuri Mohd; … - In: International journal of electronic customer … 7 (2013) 1, pp. 68-86

Persistent link: https://www.econbiz.de/10010184748

Callcenter 4.0 : wie verändern Spracherkennung, Künstliche Intelligenz und Robotic Process Automation die bisherigen Geschäftsmodelle von Callcentern

Kharchenko, Anastasia; Kleinschmidt, Tim; Karla, Jürgen - In: HMD : Praxis der Wirtschaftsinformatik 55 (2018) 320, pp. 383-397

Spracherkennung, Künstlicher Intelligenz in der Sprachverarbeitung und Robotic Process Automation für Callcenter. Diese stellen im … erwartenden Auswirkungen auf das Geschäftsmodell für Callcenter eingegangen. Basierend auf den Analysen der Auswirkungen des … vielen Bereichen wird dies zu einer Anreicherung von Tätigkeiten führen. Callcenter hingegen sind ein Untersuchungsfeld, in …

Persistent link: https://www.econbiz.de/10011853911

THE LOCATION BEHAVIOR OF CALL CENTRE FIRMS IN TURKEY

Seçkin, Ebru - 2011

Advances in information and communication technologies bring along changes in working and employment conditions. Automationed work is moved to distant areas and businesses get elaborate, far from the center and network-based. Another change similar to the disintegration of production process is...

Persistent link: https://www.econbiz.de/10011336174

An empirical study of a novel managing customer power model and business performance in the mobile service industry

Alotaibi, Youseef; Liu, Fei - In: Business Process Management Journal 20 (2014) 6, pp. 816-843

Purpose – The purpose of this paper is to investigate the impact of dividing the companies’ customers into different priority groups to be served according to their payment history and feedback on the business performance areas: service quality (SQ), business process time (BPT), business...

Persistent link: https://www.econbiz.de/10014688509

Three dimensions of service recovery: examining relationship and impact

Kumar, Maneesh; Kumar, Niraj - In: Supply Chain Management: An International Journal 21 (2016) 2, pp. 273-286

Purpose – The purpose of this paper is to evaluate the interrelationship between process recovery, employee recovery and customer recovery in a financial services call centre. The authors also investigate how process recovery affects customer recovery via employees – the bridge between...

Persistent link: https://www.econbiz.de/10015008956

What a performance! the influence of call centre workflows on workers’ skills and emotional wellbeing

Alexander Clarke, Julian - In: Journal of Organizational Ethnography 3 (2014) 2, pp. 259-274

Purpose – This purpose of this paper is to use the concepts of performance and emotional labour to shed new light on the skills workers use on two workflows in one call centre. In addition, the paper demonstrates how different workflows impact on workers everyday emotional experiences and...

Persistent link: https://www.econbiz.de/10014892789

MEASURING SERVICE QUALITY: PERCEPTIONS OF EMPLOYEES

Ramseook-Munhurrun, Prabha; Naidoo, Perunjodi; … - In: Global Journal of Business Research 4 (2010) 1, pp. 47-58

The purpose of this paper was to assess the service quality of a call centre as perceived by its employees using the SERVQUAL model. The paper focused on employees as internal customers and the critical role employees play in the delivery of quality service. The dimensions predicting front-line...

Persistent link: https://www.econbiz.de/10011205829

Employee and Customer Satisfaction through the Efficient Call Management Centre: An Overview

Florin, Narzia - In: Journal of Applied Management and Investments 3 (2014) 3, pp. 133-145

Customer satisfaction is the prime target of today’s profit making organization, and marketing discipline claims that customer satisfaction is the core concept for the efficient business. Call centre department in company easily enables the attraction of consumers to the company and sustaining...

Persistent link: https://www.econbiz.de/10010839644