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1
Miller, Noleen Bonita. "The impact of the workplace environment on the emotional and physical wellbeing of call centre agents in the Cape Metropole." Thesis, Cape Peninsula University of Technology, 2014. http://hdl.handle.net/20.500.11838/1004.
Full textAbstract:
Thesis submitted in fulfilment of the requirements for the degree
Master of Technology: Business Administration
in the Faculty of Business
at the Cape Peninsula University of Technology
2014<br>Call centres have become an important source for organisations to provide efficient information to their customers through cost-effective communication channels. Call centres are defined as a work environment in which the main business is mediated by computer- and telephone-based technologies that allow the effective distribution of incoming calls to available staff, and permit customer–employee communication simultaneously with the use of display screen equipment (DSE) and instant access to information. Working in a call centre is often linked with high stress levels, difficult customers, shift work, high workload demand, absenteeism and high employee turnover rates. The work characteristics of call centres include performance targets where employees are required to achieve set targets, undergo close performance monitoring, performance appraisal systems, limited task variation, repetitive work and limited autonomy. The physical environment in the call centre is often associated with open-plan office layouts and booths where noise levels and workstations are positioned in close proximity to each other.
Wellbeing in call centres has become a concern and the research was undertaken to establish what effects the working environment (physical environment and job characteristics) in call centres in the Cape Metropole has on the wellbeing of call centre agents.
A quantitative research method was employed in the study. A structured questionnaire was distributed via SurveyMonkey® to call centre agents from four participating call centres in the Cape Metropole. The combined target population of the four call centres was 760. A sample size of 200 was determined by using the Raosoft Incorporated® calculation tool. Although the aforesaid sample size sufficed, a response rate of 275 was received.
Questions relating to job characteristics and significance of the work were based on the Job Diagnostic Survey by Hackman and Oldham. Social support questions were based on the instrument developed by Caplan, Cobb, French, Van Harrison & Pinneau in 1975. Job demand questions were based on the instrument developed by Karasek in 1979, and only the section on job demand was used. Performance monitoring and physical work environment were measured by using the questions based on these variables by Sprigg et al in 2003. Emotional wellbeing questions relating to burnout were measured using the Oldenburg Burnout Inventory. The wellbeing questions relating to vocal health, optical health and auditory health were based on the questionnaires developed by Sprigg et al. in 2003. General health was measured using the “Somatic Complaints” section of the NIOSH Generic
Job Stress Questionnaire. Musculoskeletal health problems were measured using the Cornell Musculoskeletal Discomfort Questionnaire (CMDQ) developed by Hedge in 1994.
Research question 1 addressed the gender perceptions of job characteristics, physical work environment and emotional and physical wellbeing. A T-test was conducted to answer the research question and the results revealed that there was no significant difference in gender perception on job characteristics; however there was a significant difference in perception of the physical work environment and wellbeing. Research question 2 addressed whether there is a significant difference in emotional and physical wellbeing experienced by call centre agents from various industries. A MANOVA analysis was conducted to determine the significance in industries, p = .015, and an ANOVA analysis was conducted that revealed agents working in the online retail as well as financial service industries were more likely to experience disengagement, p = .035. Research question 3 addressed the factors in the workplace environment that contribute to emotional and physical wellbeing problems. An ANOVA analysis was conducted and the results revealed lack of skills variety, p = .014, contributes to exhaustion; lack of autonomy, p = .040, contributes to disengagement; lack of supervisor support, p = .009, contributes to exhaustion, job demands, p = .000, contribute to exhaustion, performance monitoring, p = .036, contributes to exhaustion; and workstation layout, p = .001, contributes to auditory health problems. Research question 4 addressed whether there is a significant relationship between job characteristics, physical work environment and wellbeing. A Pearson correlation analysis was conducted and the results revealed that there is a significant relationship between job characteristics, physical work environment, and wellbeing.
It can be concluded that the workplace environment does have an impact on the wellbeing of call centre agents in the Cape Metropole. It is imperative that the management of call centres understand the nature of the job and how the physical environment contributes to job stress; burnout; vocal, auditory, and optical health problems; and musculoskeletal disorders. The researcher recognises that there are essential job characteristics associated with call centre work but that there are elements of the job that can be redesigned to improve the wellbeing of call centre agents. It is recommended that management implement interventions which will redesign those elements within the workplace environment that contribute to wellbeing issues. The findings of this study add to existing literature and knowledge of the workplace environment and wellbeing of call centre agents.
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Nohejl, Karel. "IT podpora v prostředí call center." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-17416.
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This diploma thesis aims to generally describe IT governance in contact centers. In Czech language, there is no general model or methodology (except internal corporate rules). In first half, the thesis will concentrate on theoretical models. To be explained clearly, there is need to describe basic technology and architectures first, which is being used in contact centers. In next part, concrete models will be characterized, and there will be argumentation among them. In next part, the concrete components of IT area in contact centers will me described. Part will deal mostly with HW and SW equipment, user roles on Windows platform and questions of labor environment and security. In conclusion, there will be a basic overview of contact centre application types. In the last part, the collected findings, combined with author's personal experience will be implemented to created set of models, which will keep the multidimensional access attitude. The real result of the thesis will be creation of set of models for implementation and governance of IT in contact centers in Czech.
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Fernandes, Joaquim Márcio Sousa. "A liderança no Call Center: o caso da TMN/PT Contact." Master's thesis, Instituto Superior de Ciências Sociais e Políticas, 2013. http://hdl.handle.net/10400.5/5171.
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Dissertação de Mestrado em Sociologia das Organizações e Trabalho<br>A liderança é um tema muito importante a nível das organizações, pois é vital para o seu sucesso. Pode ser definida como um processo de influência social através do qual o líder procura obter a participação voluntária dos outros elementos do grupo no sentido de atingirem a causa comum. O enquadramento deste trabalho orientou-se para a definição das várias teorias da liderança e conceitos correlatos, no sentido de permitir contextualizar a liderança num ambiente organizacional particular: o call center, ambiente que já foi sociologicamente descrito como um caso notório de neo-taylorismo terciário. Com apoio na teoria situacionista, constatou-se que existe a expectativa teórica da relação entre tarefas simples, repetitivas e rotineiras (como as que caracterizam o call center) com uma adequação e sucesso particulares da liderança autocrática. O estudo empírico que empreendemos desenvolveu-se em torno dessa premissa, orientado para o teste da seguinte hipótese: Existe uma predominância do estilo de liderança autocrático por parte dos supervisores no call center. Para a testar recorreu-se ao inquérito por questionário aplicado a supervisores (auto-avaliação) e comunicadores (hetero-avaliação). Os resultados do estudo invalidaram a hipótese pois mostram que a maioria dos líderes analisados tem um estilo democrático e nenhum tem um estilo autocrático.<br>Leadership is a very important topic at the level of organizations because it is vital to its success. It can be defined as a process of social influence through which the leader seeks the voluntary participation of other group members in order to achieve the common cause. The framework of this dissertation was directed toward the definition of the various theories of leadership and related concepts, in order to allow a deep understanding of leadership in a particular organizational environment: the call centre, an environment that has been described sociologically as a notorious case of tertiary neo-taylorism. With support in the situationist theory, it was found that there is a theoretical expectation about the relationship between simple, repetitive and routine tasks (such as those that characterize the call centre) with a particular suitability and success of autocratic leadership. The empirical study we have undertaken has developed around this premise, aimed to test the following hypothesis: There is a predominance of autocratic style of leadership among supervisors in the call centre. For testing we used the survey questionnaire administered to supervisors (self assessment) and communicators (hetero-evaluation). The study results invalidate the hypothesis because they show that most leaders have a democratic style and none has an autocratic style.
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Silva, Maria de Fátima da. "As práticas de recursos humanos e o resultado operacional do Call Center." Pontifícia Universidade Católica de São Paulo, 2007. https://tede2.pucsp.br/handle/handle/1201.
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Previous issue date: 2007-04-04<br>This present Dissertation analyzes the human resources practices in
Call centre and their impacts in an unit of business. The understanding of this Call
centre Industry it wakes up national and international researcher s interest, for being a
sector in great expansion in the last decade, besides being one of the sectors of
services that employs most of professional. Therefore, the dimensions of the
organizational practices are discussed, indicating that the section deserves a study to
explain their characteristics and specificities, in the extent of the practices of people's
administration, and their reflexes in the operational result of a unit of business.
This discussion is made starting from of the analysis of the data
companies subcontracted and own Call centre registered in ABT - Brazilian
Association of Telesserviços.
Finally, in the part of the study accomplished with base in the fulfilling of
a questionnaire in which 103 companies took part, it was verified that for statistical
significance shows that there is relation among monitoring and involvement in the
sales and performance intensity of the monitoring the operator is associated with the
involvement in the products and services sale. However, the study shows that the
performance low relation of Call centre with the practices interactions of HR with the
market segment and with the market strategy. Then, the study also concluded that,
Call's Industry in Brazil has growth great possibilities for the nearby years of 2006,
besides evidencing that training actions increase the skills of the professional<br>A presente Dissertação analisa as práticas de recursos humanos
em call center e seus impactos em uma unidade de negócio. O entendimento da
indústria de call center, desperta o interesse de pesquisadores nacionais e
internacionais, por ser um setor em grande expansão na última década, além de ser
um dos setores de serviços que mais emprega profissionais. Por isso, discutem-se as
dimensões das práticas organizacionais, indicando que o setor merece um estudo que
explique suas características e especificidades, no âmbito das práticas de gestão de
pessoas, e seus reflexos no resultado operacional de uma unidade de negócio.
Esta discussão é feita a partir da análise dos dados de empresas
terceirizadas de call center, e daquelas que desenvolvem outros trabalhos como
atividades principais, mas possuem, dentro de suas instalações, um departamento de
call center, ambos os casos, com cadastros na ABT - Associação Brasileira de
Telesserviços.
Finalmente, na parte do estudo, realizada com base no preenchimento
de um questionário em que 103 empresas participaram, verificou-se que a
significância estatística mostra que existe relação entre monitoramento e envolvimento
nas vendas, e que a intensidade de monitoramento do desempenho do operador está
associada com o seu envolvimento na venda de produtos e serviços. No entanto, o
estudo mostra que há baixa relação do desempenho do call center com as interações
das práticas de Recursos Humanos (RH) com o segmento de mercado e com a
estratégia de mercado.
O estudo também concluiu que, a indústria de call center no Brasil tem
grandes possibilidades de crescimento para os próximos anos de 2006, além de
evidenciar que ações de capacitação em treinamento aumentam a profissionalização
dos operadores no atendimento
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Baldon, Nicoló. "Time series Forecast of Call volume in Call Centre using Statistical and Machine Learning Methods." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-265002.
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Time series is a collection of points gathered at regular intervals. Time series analysis explores the time correlations and tries to model it according to trend and seasonality. One of the most relevant tasks, in time series analysis, is forecasting future values, which is considered fundamental in many real-world scenarios. Nowadays, many companies forecast using hand-written models or naive statistical models. Call centers are the front end of the organization, managing the relationship with the customers. A key challenge for call centers remains the call load forecast and the optimization of the schedule. Call load indicates the number of calls a call center receives. The call load forecast is mostly exploited to schedule the staff. They are interested in the short term forecast to handle the unforeseen and to optimize the staff schedule, and in the long term forecast to hire or assign staff to other tasks. Machine learning has been applied to several fields reporting excellent results, and recently, time series forecasting problems have gained a high-interest thanks to the new recurrent network, named Long-short Term Memory. This thesis has explored the capabilities of machine learning in modeling and forecasting call load time series, characterized by a strong seasonality, both at daily and hourly scale. We compare Seasonal Artificial Neural Network (ANN) and a Long-Short Term Memory (LSTM) models with Seasonal Autoregressive Integrated Moving Average (SARIMA) model, which is one of the most common statistical method utilized by call centers. The primary metric used to evaluate the results is the Normalized Mean Squared Error (NMSE), the secondary is the Symmetric Mean Absolute Percentage Error (SMAPE), utilized to calculate the accuracy of the models. We carried out our experiments on three different datasets provided by the Teleopti. Experimental results have proven SARIMA to be more accurate in forecasting at daily scale across the three datasets. It performs better than the Seasonal ANN and the LSTM with a limited amount of data points. At hourly scale, Seasonal ANN and LSTM outperform SARIMA, showing robustness across a forecasting horizon of 160 points. Finally, SARIMA has shown no correlation between the quality of the model and the number of data points, while both SANN and LSTM improves together with the number of sample<br>Tidsserie är en samling punkter som samlas in med jämna mellanrum. Tidsseriens analys undersöker tidskorrelationerna och försöker modellera den enligt trend och säsongsbetonade. En av de mest relevanta uppgifterna, i tidsserieranalys, är att förutse framtida värden, som anses vara grundläggande i många verkliga scenarier. Numera förutspår många företag med handskrivna modeller eller naiva statistiska modeller. Callcenter är organisationens främre del och hanterar relationen med kunderna. En viktig utmaning för callcentra är fortfarande samtalslastprognosen och optimeringen av schemat. Samtalslast indikerar antalet samtal ett callcenter tar emot. Samtalslastprognosen utnyttjas mest för att schemalägga personalen. De är intresserade av den kortsiktiga prognosen för att hantera det oförutsedda och för att optimera personalplanen och på långsiktigt prognos för att anställa eller tilldela personal till andra uppgifter. Maskininlärning har använts på flera fält som rapporterar utmärkta resultat, och nyligen har prognosproblem i tidsserier fått ett stort intresse tack vare det nya återkommande nätverket, som heter Long-short Term Memory. Den här avhandlingen har undersökt kapaciteten för maskininlärning i modellering och prognoser samtalsbelastningstidsserier, kännetecknad av en stark säsongsbetonning, både på daglig och timskala. Vi jämför modeller med säsongsmässigt artificiellt neuralt nätverk (ANN) och ett LSTM-modell (Long- Short Term Memory) med Seasonal Autoregressive Integrated Moving Average (SARIMA)-modell, som är en av de vanligaste statistiska metoderna som används av callcenter. Den primära metriken som används för att utvärdera resultaten är det normaliserade medelkvadratfelet (NMSE), det sekundära är det symmetriska genomsnittet absolut procentuellt fel (SMAPE), som används för att beräkna modellernas noggrannhet. Vi genomförde våra experiment på tre olika datasätt från Teleopti. Experimentella resultat har visat att SARIMA är mer exakt när det gäller prognoser i daglig skala över de tre datasätten. Det presterar bättre än Seasonal ANN och LSTM med en begränsad mängd datapoäng. På timskala överträffar Seasonal ANN och LSTM SARIMA och visar robusthet över en prognoshorisont på 160 poäng. SARIMA har slutligen inte visat någon korrelation mellan modellens kvalitet och antalet datapunkter, medan både SANN och LSTM förbättras tillsammans med antalet sampel.
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Carvalheiro, Jorge Miguel Nunes. "Análise da satisfação com o sistema de incentivos na realidade de um Call Center." Master's thesis, Instituto Superior de Economia e Gestão, 2012. http://hdl.handle.net/10400.5/10733.
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Mestrado em Gestão de Recursos Humanos<br>Os call centre são uma opção cada vez mais difundida pelas empresas com necessidade de estabelecer comunicação com o cliente. Contudo debatem-se com diversas dificuldades, nomeadamente a elevada taxa de rotatividade e absentismo. Muitas vezes são reportados por parte dos trabalhadores poucos incentivos ao seu desenvolvimento pessoal e profissional. O objectivo deste estudo é o de compreender a satisfação com o sistema de incentivos num call centre e a receptividade à introdução de novos itens num modelo bastante focado nos benefícios pecuniários.
A amostra em estudo é constituída por 228 trabalhadores de um call centre em Lisboa da EDP, à qual foi aplicado um questionário individual.
Os resultados demonstram que existe uma insatisfação moderada com o sistema de incentivos vigente na empresa, verificando-se que 15% da amostra se encontra satisfeita, enquanto 64% se encontra insatisfeita, dos quais 15% se encontram muito insatisfeitos. Verificou-se ainda que quase todas as variáveis analisadas não apresentavam qualquer tipo de diferenças por grupo em relação à satisfação, exceptuando a antiguidade na empresa, para a qual se verificou uma diferença significativa nos trabalhadores com até 1 ano e entre 1 e 4 anos, esbatendo-se para os trabalhadores com maior antiguidade.
Estes resultados sugerem que a insatisfação é geral e que apresenta características de uma satisfação resignada. Por último, a nível da receptividade a novos itens, verificou-se que os trabalhadores optaram por itens de carácter social e de valorização pessoal, tais como o seguro de saúde, folga extra, cursos de valorização profissional, entre outros.<br>Nowadays, call centres are an increasingly adopted solution by organizations with the need of establishing their communication with clients. However, they have some difficulties, namely the high rotation and absenteeism rate. Often they face reports from workers that mention few incentives to their personal and professional development. The aim of this study is the understanding the workers satisfaction with the incentive plan of a call centre and the receptivity to the introduction of new items in a model highly focused in monetary benefits.
The sample in study is constituted by 228 workers of a call centre in Lisbon of the EDP, to whom it was applied an individual survey.
The results show that there is a moderate dissatisfaction with the current organisation?s incentive plan, where 15% of the sample is satisfied while 64% is dissatisfied, from which 15% are very dissatisfied. We also verified that almost all variables analysed present no group difference in relation to the satisfaction, except the organisation antiquity, for which it was observed a significant difference between the workers with at most 1 year and those with between 1 and 4 years. This difference attenuates for groups with more than 4 years.
These results suggest that the dissatisfaction is general and present characteristics of a resigned dissatisfaction. Finally, as for the level of receptivity to new items, it was verified that workers opted by items with social and personal benefit character, such as health insurance, extra day off, professional appreciation courses, among other.
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Pillay, Jayde. "The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator." Master's thesis, Faculty of Commerce, 2021. http://hdl.handle.net/11427/32975.
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This study examined work-family conflict as a predictor of burnout as well as the moderating role that optimism and pessimism may have had on this relationship. Participants were call centre employees from a financial institution in Cape Town (N = 94). Cross-sectional data was collected via electronic self-report questionnaires. Exploratory factor analysis demonstrated the unidimensionality of work-to-family conflict despite the two-dimensional model that was expected. Bivariate regression analysis showed that work-to-family conflict explained a significant proportion of the variance in both dimensions of burnout – emotional exhaustion and cynicism. Contrary to what was expected, the results of the moderation analyses were not significant. Optimism and pessimism did not moderate the relationship between work-to-family conflict and burnout. The results show that work-to-family conflict negatively affects call centre employees' well-being. The results are discussed and implications for management and suggestions for future research are presented.
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Čabrádková, Jana. "Získávání a výběr zaměstnanců do call center v bankovnictví (Specifika České republiky vs. Nový Zéland)." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-11071.
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This diploma thesis deals with the process of recruiting and selecting staff from the personnel management point of view. The thesis describes the Czech Republic and New Zealand, characterizes their banking systems, analyses the process of recruiting and selecting for the position of Customer Service Representative, Phone Assist and Cards Inbound into the Call Centre Group at two international banks operated on the different parts of the world and on the different labour markets. At the end, it indicates strengths and weaknesses and suggests some recommendation for more efficient process by using the theoretical knowledge.
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Ianeva, Maria. "La restructuration du travail chez Santé Info : du développement de l’activité d’un centre de contact spécialisé à ses incidences sur les pratiques situées." Thesis, Lyon 2, 2012. http://www.theses.fr/2012LYO20085.
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Notre thèse s’intéresse à la restructuration du service social d’une plate-forme téléphonique de santé – Santé Info. Au moment de l’étude le service social de ce centre de contact venait de faire l’objet d’une importante réorganisation, qui s’est concrétisée par la création d’une équipe de télé-opérateurs spécialisés. Dans ce contexte de changement organisationnel, notre travail vise à comprendre les incidences du développement de l’activité sur les pratiques situées des acteurs et saisir comment celles-ci nourrissent ce développement en retour. Nos réflexions autour de cette question sont inspirées par les théories de l’activité ainsi que les courants de la cognition et de l’action située. Nous nous appuyons sur la notion de perspective professionnelle et proposons la notion de saillance afin de rendre compte du développement de l’activité en pratique. Nous avons conduit une enquête ethnographique de près de deux ans au sein de cette organisation. Le dispositif méthodologique que nous avons mis en œuvre privilégie l’observation in situ des pratiques. La stratégie observationnelle choisie était celle du suivi, celui i) des acteurs, ii) des affaires c’est-à-dire des demandes traitées par plusieurs intervenants et iii) des situations de communication collective (formations, réunions d’équipe). Nous avons par ailleurs mobilisé la méthode de l’autoconfrontation à partir d’enregistrements audiovisuels. Nos résultats mettent en évidence deux axes de développement contradictoires de l’organisation, à savoir, d’une part, une tendance à l’intégration aux services des mutuelles fondatrices et une tendance à l’autonomisation de Santé Info en tant que prestataire de service externe. D’autre part, la restructuration du service social peut être appréhendée comme actualisant une contradiction sous-jacente au système d’activité, celle entre travail d’information (informer) et conseil (conseiller). Nous analysons les pratiques de prise et de construction de configurations d’indices informationnels des professionnels que nous qualifions de saillances. Nos analyses mettent en évidence que connaître son travail revient à connaître le travail des autres c’est-à-dire à anticiper leurs contraintes, leurs éventuelles difficultés, à reconnaître et tenir compte des impératifs auxquels ils doivent faire face (temporels et de production). La restructuration du service social de Santé Info au travers de la création d’une équipe spécialisée de téléconseillers – le pôle social - contribue à transformer ces pratiques. Par ailleurs, les nouvelles exigences que cette restructuration fait peser sur les professionnels participent de la redéfinition des enjeux de leurs actions en situation. En d’autres termes connaître le travail d’autrui est une ressource pour le collectif mais aussi pour le sujet. Les contributions de ce travail de thèse se situe à trois niveaux : théorique, méthodologique et disciplinaire. L’apport théorique réside dans la recherche d’une articulation entre une analyse orientée par les théories de l’activité et les approches situées de la cognition et de l’action. Ces questions nourrissent des enjeux méthodologiques pour notre travail, qui constituent le second apport de notre recherche. Il s’agit également de construire un dispositif d’observation et de collecte systématique de données dans un environnement professionnel exigeant où le travail est, à la fois, intellectuel et relationnel, la coopération latente et différée, et qui s’étayent sur une infrastructure sociotechnique complexe. Du point de vue de la psychologie du travail, notre étude ouvre à une réflexion autour des compétences collectives et du bien-être au travail<br>Our research deals with the organizational change within Health Info, the inbound call center for a number of mutual health insurance companies. Health Info provides users with health information and referral for the purpose of helping them to make better choices in healthcare and to reduce their expenses. In order to improve the service delivered to the clients of the mutual insurance companies, call operators’ activity was redesigned. Some of the most experienced call center agents formed a new team (referred as the « social team »), which had the responsibility to process the information requests of users in need of financial support, different kind of allowances, within outbound calls. In this context, the goals of this doctoral thesis is to understand this organizational change as a development, that of Health Info’ collective activity but also that of the local individual practices. We build upon three approaches to the study of context - activity theory, situated action and situated cognition. Our research is based on a two years ethnographic study. We have used various data collection techniques. Those included ethnographic observation, video recordings of naturally occurring situations as well as interviews with staff members. We systematically attended and video recorded the regular staff meeting of the « social team ». We also shadowed staff members and followed specific « client cases » as first identified by call operators, then processed by the members of the « social team » and eventually transferred for further analysis to the social worker. Our results highlight several contradictions underlying Health Info’ current development. On one hand, Health Info is an additional service designed to fit within the those already existing of the mutual insurance companies. But it is also an autonomous service provider whose clients are the mutual companies. On the other hand, the « social team » reveals another contradiction between different work perspectives, namely that of informing users and helping them or providing them with support. Furthermore, our study underlines the practical dimensions of Health Info’ restructuring. The analysis of situated practices shows that works perspectives are grounded on salient configurations which are both emergent in situ and collectively elaborated cultural resources. The contributions of this doctoral thesis are to address some of the a) methodological and b) conceptual challenges arising from the use of activity theory as a theoretical framework in empirical studies, c) triggers off some interesting considerations on collective competencies and on well-being in the workplace
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Magoqwana, Babalwa Mirianda. "The call centre labour process : a study of work and workers’ experiences at Joburg Connect, South Africa." Thesis, Rhodes University, 2015. http://hdl.handle.net/10962/d1018569.
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This thesis is an investigation of the call centre labour process focusing on both the way work is organised and experienced by the operators and the management of employee relations inside a local government workplace – The City of Johannesburg (COJ) Call Centre. The City of Johannesburg is used to understand labour process dynamics in local government. Johannesburg was recently named the ‘World’s Second Most Inspiring City’ (by Global City Index, 2014) possessing economic and political influence within and around South Africa. Johannesburg is the economic hub of the country, contributing nine per cent to the South African GDP. But it needs to be emphasised that the focus of this thesis is on the labour process rather than the City of Johannesburg. The nature of work in the COJ local government call centre involves answering calls about water, electricity, refuse removal, accounts and other general municipal services. The government’s objective was to have a more customer centred service delivery plan in compliance with the Batho Pele (People first) framework (RSA, 1997, White Paper on Local Government). This resulted in a shift in the government ‘mantra’ and philosophy from viewing Johannesburg residents as customers rather than citizens. This shift from public administration to New Public Management (NPM) has meant the introduction of private sector business principles into public services. This seeks to improve organisational and individual performance to enhance service delivery within South African municipalities. This is also meant to promote responsive and performance management culture. The study uses Labour Process Theory set out in Labour and Monopoly Capital (LMC-1974) by Harry Braverman to argue for the need to contextualise the labour process debate within the socio-political understanding of work in South Africa. In developing the argument about the narrow analysis of public sector call centres based on economic lines I have reviewed literature on call centres which is influenced by Michel Foucault and Harry Braverman to understand the public sector call centre labour process. Inspired by Adesina (2002) and Mafeje (1981) this study uses a ‘complementarity’ approach to knowledge. This means the local context tends to complement the global trends though not without contradictions within the local context. The case study approach was used for in-depth analysis of the local context through different methods (semi-structured interviews, focus group discussions, observations and survey questionnaires) to collect data from different stakeholders within the City of Johannesburg between 2010 and 2013. The concept of a ‘(dis)connecting city’ is fitting for the COJ as this city connects the rest of Sub-Saharan Africa and South Africa to the world through its commerce and political influence. Based on the challenges experienced in this local government call centre I attempt to show the the politicised nature of the public sector call centre labour process. I use the differential power relations in the frontline between customer and Joburg connect workers to illustrate this point. The lack of emphasis on the politicised nature of public sector call centres within literature is informed by the de-contextualised nature of these call centres. In the end, I argue that public sector call centre labour process is multilayered, contradictory and complicated because of these workers’ role as citizens, customers, community members and service providers from a politicised community environment.
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Barnes, Nina. "The retention factors of call centre agents at a financial institution in the Western Cape." Thesis, University of the Western Cape, 2013. http://hdl.handle.net/11394/4566.
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Magister Commercii (Industrial Psychology) - MCom(IPS)<br>The aim of the study was to identify the retention variables highlighted as most important by call centre agents at a financial institution in the Western Cape. In addition, to assess which of the independent variables they place more importance on; and to determine whether differences exist between the retention variables highlighted as most important by the respective age and gender groups.
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SILVA, Alysson Barros da. "Avaliação de desempenho e planejamento de capacidade em call centers de serviços de emergência." Universidade Federal de Pernambuco, 2010. https://repositorio.ufpe.br/handle/123456789/2377.
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Previous issue date: 2010<br>Os call centers de serviços de emergência fornecem serviçoes de extrema importância
para a sociedade, pois é a partir deles que são acionados os órgãos de segurança, resgate
e socorro. Quando aciona um serviço de emergência, a população faz seu primeiro contato
com um call center, para onde convergem todas as chamadas. Essa central faz o
acionamento dos profissionais da Polícia Militar, Corpo de Bombeiros, Polícia Civil e da
Polícia Científica. Baseado na importância dos serviços de emergência,é necessário que
os call centers prestem seus serviços de forma eficiente, respeitando um tempo máximo
de atendimento, diminuindo o tempo de resposta as chamadas o que pode salvar vidas,
combater crimes, manter a segurança da sociedade e proporcionar maior qualidade de
vida à população. Este trabalho faz a avaliação e o planejamento de call centers de
emergências a partir de um modelo estocástico expolinomial para simular o ambiente
real. Avaliou-se: o comportamento da taxa de ocupação na fila de espera; o número de
ligações descartadas; a probabilidade de desistências das ligações telefônicas, e o número
de servidores livres para dar o prognóstico da real necessidade dos servidores e a relação
com o número de ligações suportadas do call center. Visou-se, assim, com base nos
resultados obtidos pelo modelo gerado, diminuir o tempo de resposta das chamadas de
emergência, bem como o tempo de espera para atendimento e reduzir, com isso, o número
de abandonos das ligações telefônicas. O pressente estudo proporcionou suporte a decisões
para correções de problemas, como a má utilização dos serviços prestados. Um estudo
de caso é apresentado para análise do impacto das variações da carga de trabalho no
desempenho do call center, e o reflexo na taxa de ocupação na fila de espera, no número
de ligações descartadas, na probabilidade de desistências das ligações telefônicas e no
número de servidores livres. Foi feita a análise do impacto do aumento da fila de espera
para atendimento e seu impacto no desempenho do call center
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Mantilla, Hidalgo José Antonio. "Factibilidad para la implementación de una operación de Contact Center ubicada en Lima." Master's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2019. http://hdl.handle.net/10757/625901.
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El presente documento tiene como propósito evaluar la factibilidad de poner en marcha y de manera rentable una operación de contact center en Lima, teniendo como elemento diferenciador el operar de acuerdo a la certificación de calidad COPC GMD especializada para operaciones de contact center.
Se ha realizado un análisis del entorno, el sector y del negocio, para lo cual se ha utilizado las principales herramientas y modelos teóricos, así como la experiencia de haber manejado una operación exitosa en este sector por más de 10 años.
A través de análisis económico y financiero se determinó que existía la factibilidad de llevar a cabo esta operación con un retorno atractivo para los inversionistas.
Asimismo, se determinó que existe espacio para puesta en marcha de un nuevo contact center en Lima y que la certificación de calidad COPC GMD, en sí misma, no representaba un elemento diferenciador, sin embargo, se convertía en un elemento higiénico.<br>The purpose of this document is to evaluate the feasibility of launching and operating a contact center operation in Lima profitably, having as a differentiating element the operation in accordance with the COPC GMD quality certification specialized for contact center operations.
An analysis of the environment, the sector and the business has been carried out, for which the main tools and theoretical models have been used, as well as the experience of having managed a successful operation in this sector for more than 10 years.
Through economic and financial analysis it was determined that there was a feasibility to carry out this operation with an attractive return for investors.
Likewise, it was determined that there is space for the start-up of a new contact center in Lima and that the quality certification COPC GMD, in itself, did not represent a differentiating element, however, it became a hygienic element.<br>Tesis
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Špicová, Martina. "Telemarketing." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2008. http://www.nusl.cz/ntk/nusl-221621.
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The Master’s thesis analyses problems connected with purchasing and providing information by the means of telemarketing. On the basis of the obtained imperfections, this Master’s thesis includes the proposal of the process of communication by the means of the customer line, which ensures its more effective function.
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Timm, Elke. "Arbeit im Call-Center Tätigkeitsstrukturen, Belastungen und Ressourcen." Saarbrücken VDM, Müller, 2003. http://deposit.d-nb.de/cgi-bin/dokserv?id=3033001&prov=M&dok_var=1&dok_ext=htm.
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Petitdemange, Eva. "SAMUFLUX : une démarche outillée de diagnostic et d'amélioration à base de doubles numériques : application aux centres d'appels d'urgence de trois SAMU." Thesis, Ecole nationale des Mines d'Albi-Carmaux, 2020. http://www.theses.fr/2020EMAC0012.
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L’engorgement des structures d’urgence médicale est une réalité à laquelle les SAMU (Service d’Aide Médicale Urgente) n’échappent pas (5 à 15% d’augmentation des appels par an). De récents événements comme la pandémie de Covid-19 montrent les limites du système actuel pour faire face aux situations de crise. Le renfort en moyens humains ne peut être la seule solution face à ce constat et il devient incontournable de construire de nouveaux modèles organisationnels tout en visant une qualité de service permettant de répondre à 99% des appels entrants en moins de 60 secondes. Toutefois, ces modèles doivent prendre en compte la grande hétérogénéité des SAMU et de leur fonctionnement. A la lumière de ces constats, le travail de recherche présenté dans ce manuscrit a pour but d'évaluer l'efficacité organisationnelle et la résilience des SAMU dans la prise en charge des flux d'appels téléphoniques d'urgence pour faire face au quotidien et aux situations de crise. Cette évaluation nous permet de proposer et de tester de nouveaux schémas organisationnels afin de faire des préconisations adaptées aux particularités des centres d'appels d'urgence. Dans une première partie, nous proposons une méthodologie outillée pour le diagnostic et l'amélioration des centres d'appels d'urgence. Elle se décompose en deux grands volets : l'étude des données issues des centres d'appel d'urgence puis la conception et l'utilisation d'un double numérique. Pour chaque étape de cette méthodologie, nous proposons un outil associé. Dans une seconde partie, nous appliquons le premier volet de la méthodologie aux données de nos SAMU partenaires. Il s'agit d'être capable d'extraire de l'information et des connaissances des données de téléphonies ainsi que des processus métiers pour le traitement des appels d'urgence. La connaissance ainsi extraite permet de concevoir un double numérique qui soit proche du comportement réel des SAMU. Enfin dans une troisième partie, nous utilisons la matière produite précédemment pour modéliser et paramétrer un double numérique déployé sur un moteur de simulation à événements discret. Il nous permet de tester plusieurs scénarios en jouant sur différentes organisations de gestion de l'appel. Grâce à cela, nous faisons des préconisations sur les types d'organisations à adopter afin d'améliorer les performances des centres d'appel<br>The demand for emergency medical services has been significant and increasing over the last decade. In a constrained medico-economic context, the maintenance of operational capacities represents a strategic strake in front of the risk of congestion and insufficient accessibility for the population. Recent events such as the COVID-19 pandemic show the limits of the current system to face crisis situations. Reinforcement in human resources cannot be the only solution in front of this observation and it becomes unavoidable to build new organizational models while aiming at a quality of service allowing to answer 99% of the incoming calls in less than 60 seconds (90% in 15s and 99% in 30s MARCUS report and HAS recommendation October 2020). However, these models must take into account the great heterogeneity of EMS and their operation. In the light of these findings, the research work presented in this manuscript aims to evaluate the organizational effiectiveness and resilience of EMS in managing the flow of emergency telephone calls to deal with daily life and crisis situations. This evaluation allows us to propose and test new organizational schemes in order to make recommendations adpated to the particularities of emergency call centers. In a first part, we propose a methodology equipped for the diagnosis and improvement of emergency call centers. It can be broken down into two main parts: the study of data from emergency call centers, and then the design and use of a dual digital system. For each step of this methodology, we propose an associated tool. In a second part, we apply the first part of the methodology to our partner EMS data. The aim is to be able to extract information and knowledge from the telephony data as well as from the business processes for handling emergency calls. The knowledge thus extracted makes it possible to design a digital duplicate that is close to the real behavior of the EMS. Finally, in a third part, we use the material produced previously to model and parameterize a digital duplicate deployed on a discrete event simulation engine. It allows us to test several scenarios by playing on different call management organizations. Thanks to this, we make recommendations on the types of organizations to adopt in order to improve the performance of call centers
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Čapková, Veronika. "Analýza kontaktních oddělení Citibank se zaměřením na pochopení, analýzu a zhodnocení činností CitiPhonu." Master's thesis, Vysoká škola ekonomická v Praze, 2007. http://www.nusl.cz/ntk/nusl-4946.
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There are analyzed key departments of bank in my thesis, which come in contact with clients and which partake of formation of their relation to the Citibank. This thesis targets the contact center CitiPhone, which serves personal entities of the bank. The theoretical cognizances from the first part of my thesis are applied to the conditions of this contact center in the practical part of it. The topic of my thesis is, on the example of contact center CitiPhone, to show activities, which contact center perform, to point out its critical parts and assess its current position. The assessment of activities of contact center CitiPhone is substantiated by graphs and results from period under consideration, which is first half of the year 2008.
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Blažej, Michal. "Postavení a úloha call center." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2008. http://www.nusl.cz/ntk/nusl-221646.
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This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.
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Zschuckelt, Ulf. "Synchrone Videokommunikation im Internet – Echtzeit-Beratungsmittel zur Erhöhung von Kundenzufriedenheit und Kundenbindung." Doctoral thesis, Saechsische Landesbibliothek- Staats- und Universitaetsbibliothek Dresden, 2007. http://nbn-resolving.de/urn:nbn:de:swb:14-1181148739901-19751.
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Die Kommunikation mit den Kunden und insbesondere die Kundenberatung sind in Zeiten permanent hohen Drucks am Markt durch Mitbewerber wichtiges Marketinginstrument, mit dem die Kunden möglichst dauerhaft an das eigene Unternehmen gebunden werden können. Auslöser für die vorliegende Arbeit war die Idee zur Realisierung einer Kundenberatung mittels Videokonferenzsystemen im Jahr 2000 im Zusammenhang mit dem durch das Bundesministerium für Bildung und Forschung (BMBF) geförderte Forschungsprojekt „intermobil Region Dresden“. Durch diese Implementierung sollten Internet-Informations- und Vertriebssysteme durch eine Funktion der Individualberatung ergänzt werden und damit ein persönliches Beratungsgespräch möglichst realitätsnah abbilden. Da im B2C-Bereich die Echtzeitberatung über das Internet eine bis jetzt weitgehend ungenutzte Beratungsform ist, obwohl die dafür notwendigen Technologien schon seit Jahren zur Verfügung stehen, verspricht eine wissenschaftliche Untersuchung dieses Gegenstandes neuen Erkenntnisgewinn und ist gleichzeitig wichtigste Motivation für diese Arbeit. Hauptziel und somit grundlegende wissenschaftliche Fragestellung ist es zu untersuchen, ob synchrone Videokommunikation ein geeignetes Echtzeit-Beratungsmittel für die Kundenberatung (in diesem Zusammenhang als Videoberatung bezeichnet) sein kann. In der vorliegenden Arbeit werden über die Planung eines Video Call Centers und den damit verbundenen Modellbetrachtungen Einsatzszenarios für die Videoberatung entwickelt. In diese Entwicklung fließen die Ergebnisse aus der Einzelfallanalyse des implementierten Videoberatungssystems ein. Diese Ergebnisse werden auf Basis der durchgeführten Labor- und Feldforschung gewonnen. Die Wirksamkeit des analysierten Video Call Centers in Bezug auf die Kundenzufriedenheit wird abschließend durch eine Evaluation unterstrichen.
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Herzog, Alexander. "Warteschlangensysteme mit ungeduldigen Kunden und Wiederholern." Clausthal-Zellerfeld Papierflieger, 2008. http://d-nb.info/992301173/04.
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Deysel, Dessislava Ivanova. "An audit of calls to a free South African mental health call centre." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/65545.
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In South Africa, 1 in 3 people experience mental illness during their lifetime, at least 1 in 10 non-natural deaths are due to suicide, and poverty, crime, and HIV are common local psychosocial stressors. Despite this, it is estimated that only 5% of the national health expenditure goes towards mental health, and that nearly 75% of those with a mental health condition are not treated. Within this context exists an NPO offering free national mental health helplines, yet little is known about the population accessing this resource, the nature of difficulties reported, and the kind of assistance provided. Aiming to address this knowledge gap, the present exploratory mixed methods archival research is based on a sample (N = 300) of telephone counselling records from February and March 2017. The results of descriptive, inferential, and content analyses indicate that callers to the NPO’s helplines were mostly female, aged 20 to 29, of Black race, and from the province of Gauteng. The discovery of significant associations between certain variables shows that the profile of callers may vary depending on the race of a caller, as well as the day and time of a call. The majority of people called due to self-related concerns, most often mental illness and interpersonal problems. The NPO predominantly assisted callers with referrals to other resources, mainly support structures and counselling services provided by other informal community organisations. The findings provide valuable feedback to the NPO. They further suggest a heavy reliance on the informal non-profit sector, and a need for mental health support and counselling services. A larger study is needed to expand on these exploratory findings.<br>Mini Dissertation (MA)--University of Pretoria, 2017.<br>Psychology<br>MA<br>Unrestricted
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Legros, Benjamin. "Optimization of multi-channel and multi-skill call centers." Phd thesis, Ecole Centrale Paris, 2013. http://tel.archives-ouvertes.fr/tel-00997410.
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Call centers have been introduced with great success by many service‐oriented companies. They become the main point of contact with the customer, and an integral part of the majority of corporations. The large‐scale emergence of call centers has created a fertile source of management issues. In this PhD thesis, we focus on various operations management issues of multi‐skill and multichannel call centers. The objective of our work is to derive, both qualitative and quantitative, results for practical management. In the first part, we focus on architectures with limited flexibility for multi‐skill call centers. The context is that of call centers with asymmetric parameters: unbalanced workload, different service requirements, a predominant customer type, unbalanced abandonments and high costs of crosstraining. The most knowing architectures with limited flexibility such as chaining fail against such asymmetry. We propose a new architecture referred to as single pooling with only two skills per agent and we demonstrate its efficiency under various situations of asymmetry. In the second part, we focus on routing problems in multi‐channel call centers. In the first study, we consider a blended call center with calls arriving over time and an infinitely backlogged queue of emails. The call service is characterized by three successive stages where the second one is a break. We focus on the optimization of the email routing to agents. The objective is to maximize the throughput of emails subject to a constraint on the call waiting time. Various guidelines to call center managers are provided. In particular, we prove for the optimal routing that all the time at least one of the two email routing parameters has an extreme value. In the second study, we examine a threshold policy on the reservation of agents for the inbound calls. We study a general non‐stationary model where the call arrival follows a non‐homogeneous Poisson process. The optimization problem consists on maximizing the throughput of outbound tasks under a constraint on the waiting time of inbound calls. We propose an efficient adaptive threshold policy easy to implement. This scheduling policy is evaluated through a comparison with the optimal performance measures found in the case of a constant stationary arrival rate, and also a comparison with other intuitive adaptive threshold policies in the general non‐stationary case. In the third study, we consider a call center model with a call back option, which allows to transform an inbound call into an outbound one. The optimization problem consists on minimizing the expected waiting time of the outbound calls while respecting a service level constraint on the inbound ones. We propose a routing policy with two thresholds, one on the reservation of the agents for inbound calls, and another on the number of waiting outbound calls. A curve relating the two thresholds is determined.
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Bettesworth, Fiona. "Factors influencing performance of call centre agents : a study of a South African outsourced call centre." Diss., University of Pretoria, 2009. http://hdl.handle.net/2263/23840.
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This paper explores the factors influencing performance of call centre agents in a South African outsourced call centre in the motor industry, specifically in respect of organisational identification, job satisfaction and emotions at work. The ability to compete in the global economy will become increasingly reliant on the ability of organisations to satisfy the needs of customers. As organisations outsource the call centre element of their businesses to dedicated call centre providers, these call centre providers will need to become even more competitive. This ability to compete relies on their ability to increase productivity for financial control, whilst increasing their ability to satisfy the customers of organisations they represent. This cannot be done without correctly identifying the factors that drive work performance in call centre agents. The data were collected via a self-completed questionnaire based survey conducted among agents of a South African outsourced customer service centre, which interacts with the customers of a large motor manufacturer. The findings indicate that work performance is not directly correlated with organisational identification, job satisfaction or emotions at work, but these factors remain essential to the competitiveness of the organisation in respect of retention of the highest performers, and cannot be ignored. Positive emotions of call centre agents require further investigation as a driver of work performance, in respect of inherent positive well-being of workers and external factors that might influence positive well-being.<br>Dissertation (MBA)--University of Pretoria, 2009.<br>Gordon Institute of Business Science (GIBS)<br>unrestricted
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Cunha, Dienany Pinto Rodrigues da. "Trabalho e saúde: precarização do trabalho dos operadores de telemarketing." Universidade de São Paulo, 2010. http://www.teses.usp.br/teses/disponiveis/59/59137/tde-23102013-162018/.
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O crescimento do setor de serviços e sua representatividade na economia brasileira, tem se mostrado muito consistente. Com especial destaque a telecomunicação, que mostra uma intensa apropriação dos avanços tecnológicos e das repercussões das alterações do molde produtivo do capital. O telemarketing atua como um canal que recebe informações, críticas e sugestões de clientes e divulga produtos e serviços de forma rápida, pelo telefone e estruturase em um diálogo padronizado, que acontece à distância, mas em tempo real. Seu objetivo central é a concretização de negócios, pois as centrais de telemarketing oferecem serviços como novas formas de venda pelo telefone ou atendimento ao cliente. As relações entre operador e usuário se fundamentam em um tipo de trabalho cuja natureza é predominantemente cognitiva e caracterizada pelas funções perceptivas e mentais solicitadas no decorrer do trabalho. Este estudo de caráter qualitativo, objetiva investigar as condições de trabalho dos operadores de telemarketing de uma empresa privada da cidade de Uberlândia- MG, para identificar em que medida as formas de organização do trabalho, às quais estes trabalhadores estão submetidos, interferem em sua saúde, segundo seus próprios depoimentos. Foram entrevistados dez operadores de ambos os sexos, com mais de 18 anos e com no mínimo um ano de contratação. Todas as entrevistas, que foram gravadas, foram realizadas no domicilio dos trabalhadores. A partir dos relatos dos entrevistados foram levantadas as principais queixas de saúde, aqui entendida em seus pelos trabalhadores do setor pesquisado, e estabelecida a sua relação com as condições de trabalho. A reestruturação do modelo produtivo impetrada pelo capital acarretou repercussões funestas nas condições de trabalho e consequentemente na saúde dos trabalhadores. Em especial, os trabalhadores desse setor sofrem com a constante pressão por produtividade a que são submetidos. Os dados revelaram que a intensificação do ritmo de trabalho, o rígido controle exercido aspectos mais amplos, e por isso, envolvendo questões de ordem física e psíquica apresentadas sobre os trabalhadores para o cumprimento de padrões pré-estabelecidos de atendimento dentro de um período de tempo limitado e as condições físicas do ambiente de trabalho, como iluminação, ventilação e condições dos equipamentos acabam por influenciar na saúde desses trabalhadores desencadeando diversos sintomas de ordem física e psíquica.<br>The expansion of the telemarketing sector in the Brazilian economy has been very consistent. Telemarketing shows an intense use of technologic advances and also reflect the consequences of the transformation of the capital´s production way. Telermarketing acts as a channel that receives information, criticism and suggestions from clients, and also, advertises products and services, in a fast way, by phone. It is based in a previously established dialogue, at a distance but in a real time. It´s main objective is to reinforce a relationship between client and business, offering different ways of phone selling and support to the consumers. The relationship between phone operator and client is based on a performance of cognitive nature, caracterized by perceptive and mental aspects during the work. This study, of qualifying aspect, investigates the working conditions of telemarketing operators in a private company in Uberlandia, MG, to identify, in which ways this type of work affects their health, according to their own reports. Data were collected through recorded interviews with 10 telemarketing operators, men and women, over 18 years old and with, at least, one year experience. They were contacted through personal indication. All interviews were performed at their homes. Based on their personal reports, their main health complaints were listed, involving physical, psychological and social aspects, all related to poor work conditions. The capitalism urge a new productive model that brings terrible consequences to work conditions e consequently to general aspects of worker´s health. There is intense pressure on workers for productivity, due to a modern capitalist model, directed toward maximizing efficiency and productivity. Collected data demonstrate that telemarketing operators are experiencing an increase of work load, a rigid control by supervisors on established patterns (script and time limit), and poor physical conditions at workstation, such as inadequate light, ventilation, equipment, which affect their health, increasing risks of physical and psychological disorders.
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Gordi, Michelle Romilla. "Job satisfaction of call centre representatives." Thesis, University of the Western Cape, 2006. http://etd.uwc.ac.za/index.php?module=etd&.
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The aim of the study is to prove that a correlation exist between job satisfaction and the levels of absenteeism, turnover, performance and customer satisfaction. Data were collected using the Job Satisfaction Survey which is a self-administered questionaire to measure job satisfaction of call centre representatives. Additional data were collected using the company's existing measures for measuring absenteeism, turnover, performance and customer satisfaction. The study found a relationship between job satisfaction and performance, between job satisfaction and turnover and between job satisfaction and customer service. However, no relationship was found between job satisfaction and absenteeism, which is consistent with previous studies.
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Dawson, Alison S. F. "Call centre employment a qualitative study." Thesis, University of Stirling, 2002. http://hdl.handle.net/1893/988.
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This study explores aspects of the nature and experience of call centre employment. In 1972 only 42% of UK households had a home-based telephone (BIFU, 1996). By 2000 98% of UK homes had access to either fixed-line or mobile telephone services (Oftel, 2001). The commercial exploitation of this artifact is now being realised through call centres employing sophisticated information and communications technologies. Virtually unheard of a decade ago, UK call centres provided jobs for an estimated 264,000 people in 2001 (Datamonitor, 1999). They have increasingly attracted public and academic attention, much of the latter focused on issues of employee control and surveilance. This study uses analyses of call centre-related newspaper articles, a survey of Scottish recruitment and employment agencies, covert participant observation, and interviews with agency representatives and call centre employees to explore issues such as recruitment and selection, the nature and experience of employment, and employee turnover in call centres. The ethics of using covert methods are discussed. Four main conclusions emerge from the study. First, call centre employment can be differentiated from other occupations on the basis of recruitment and selection practices, employee skils and differences in work environments, performance monitoring and supervision practices and regulation of workplace behaviour. Second, job characteristics may predispose employees to low levels of job-related well-being and burnout. Third, levels of employee turnover may be linked to occupational novelty and the availability of pre-employment realistic job information. Fourth, automated systems are beginning to replace routine, repetitive, low value tasks, resulting in changes in the nature of call centre employment. Those jobs that remain seem likely to be more demanding with complex tasks and an emphasis on quality rather than quantity of interactions. The implications of the study's findings and conclusions for future research and for call centre employers and their employees are considered.
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Vasconcellos, Luís Henrique Rigato. "A contribuição do Call Center para a inovação em empresas prestadoras de serviços." Universidade de São Paulo, 2010. http://www.teses.usp.br/teses/disponiveis/3/3136/tde-18082010-164736/.
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O objetivo fundamental deste trabalho foi buscar uma melhor compreensão sobre o fenômeno da inovação nas empresas de serviços onde o Call Center é empregado como a principal forma de interação empresa/usuário. Desta forma procurou-se identificar as possíveis contribuições do Call Center para os esforços voltados à inovação. Procurou-se seguir uma linha de abordagem segundo a qual, para se estudar e compreender o funcionamento do processo inovativo nas empresas, se faz necessário um estudo com maior profundidade nas organizações, investigando, por exemplo, como ocorreram - em detalhes - as inovações. Para essa finalidade foram conduzidos estudos de casos em cinco diferentes organizações de serviços. Para se analisar o papel do Call Center no processo inovativo foi desenvolvida e aplicada nos casos uma estrutura de análise composta por diferentes características de um Call Center, a saber: tipos de indicadores de desempenho; integração vertical/horizontal; qualificação e remuneração dos operadores; e empregos de scripts. A aplicação da estrutura de análise nos casos revelou que as empresas empregam diferentes modelos de Call Center a partir de estratégias distintas. Houve casos onde as empresas optaram por não utilizar o Call Center incorporado ao seu processo inovativo, mesmo que ele representasse um canal de interação importante com o usuário, o que em tese, serviria como fonte de idéias a serem utilizadas como fonte de inovação. Por outro lado, houve casos onde o Call Center desempenhou um papel relevante dentro do processo inovativo, como nos casos das inovações da Assistência Técnica Domiciliar da empresa Beta ou do Controle Remoto Infantil da empresa Delta. Os casos analisados mostraram também que a estratégia de não incorporar o Call Center no processo inovativo está fortemente associada a uma visão segundo a qual ele representa um Centro de Custo (onde são perseguidas medidas para a sua minimização) em contraposição a um Centro de Resultados, isto é, parte integrante de um processo estruturado intencionalmente para gerar inovação.<br>The main objective of this thesis is to improve the understanding of the phenomenon of the innovation in service companies where the Call Center is the principal means of interaction between the enterprise and its customers. This paper also describes the possible contributions of the Call Center area in all innovation processes. It focuses on the idea that in order to study and understand how the innovation process takes place, a more in depth study of these companies was required. A number of case studies were conducted in five different service enterprises. A structure analysis, composed of different types of performance indicators such as vertical/horizontal integration; operator qualification and wages; and different uses of scripts, was developed in order to analyze the role of a Call Center in the innovative process. The application of the structure analysis in the enterprises which were studied showed that they adopt different Call Center models based on distinct strategies. There were cases where enterprises clearly chose not to make use of a Call Center in their innovative process, even though it could represent an important interaction channel with users and at the same time serve as a means to collect ideas to be used as a source of innovation. In others the results showed that the strategy of not incorporating a Call Center in the innovative process is strongly associated to the belief that it represents a Cost Center rather than a Result Center where it is part of an intentional structured process for innovation. On the other hand, there were enterprises where the Call Center played a major role within the innovative process as in the case of developing innovation for domestic technical assistance of Beta enterprise or Childrens remote control of Delta enterprise.
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Barnes, Alison Kate School of Industrial Relations & Organisational Behaviour UNSW. "'The centre cannot hold': resistance, accommodation and control in three Australian call centres." Awarded by:University of New South Wales. School of Industrial Relations and Organisational Behaviour, 2005. http://handle.unsw.edu.au/1959.4/22026.
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Drawing upon case studies of three organisations operating six call centres in Australia, this thesis explores the manifestations and interplay of employee resistance and accommodation in response to five facets of employer control: electronic monitoring; repetitious work; emotional control; the built environment; and workplace flexibility. Accommodation refers to the ways workers protect themselves from and adapt to the pressures that make up their day-to-day experiences of work. Accommodation, unlike resistance, which implies opposition to control, may superficially resemble consent to control. I argue that resistance and accommodation are not polar opposites; rather they are both reflections of the conflict and tensions that lie at the heart of the employment relationship. At the study sites, employees utilised resistance and accommodation both separately and concurrently. An explanation of these seemingly contradictory responses and of the links among accommodation individual resistance and collective resistance lies in the concept of ???self???. In this thesis, ???self??? refers to workers??? perceptions of fairness, dignity and autonomy. I examine how these notions frame worker discontent and promote employee solidarity. ???Everyday resistance???, a concept first developed by Scott (1985) in relation to peasant struggles, is employed to highlight the existence of subterranean struggles in workplaces that otherwise appear to be harmonious. At the study sites, everyday resistance was a multi-faceted, widely employed strategy whose strength lay primarily in its immediate impact. There was, however, no necessary sequential development from accommodation, through everyday resistance to overt, formal forms of conflict. What was evident was that multiple responses to employer control could co-exist and inhibit or promote one another. But it was through organised collective resistance that more formalised gains were made and widely held grievances addressed. I suggest that, although everyday resistance may lay the groundwork for more formal struggles, one should not conclude that traditional collective resistance is ???genuine??? resistance and everyday resistance is simply a second-best prelude to it. Although conflict is always present, its intensity differs. If we are to understand the complexity of worker responses to managerial control, we need to expand the theoretical frameworks within which we analyse and interpret conflict.
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Scherrer, Karin. "Kommunikationsarbeit im Teleservice Beanspruchung und emotionale Regulation bei Call Center-Dienstleistungen /." [S.l. : s.n.], 2002. http://deposit.ddb.de/cgi-bin/dokserv?idn=965454487.
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Zapf, Michael. "Flexible Kundeninteraktionsprozesse im Communication-Center : [Anwendungen, Probleme, Wissen] /." Frankfurt am Main ; Berlin ; Bern ; Bruxelles ; New York ; Oxford ; Wien : Lang, 2003. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=012801189&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
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Bauer, Nikolai. "Entwurf eines Frameworks für CTI-Lösungen im Call Center." [S.l. : s.n.], 2002. http://deposit.ddb.de/cgi-bin/dokserv?idn=966434161.
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Криводуб, Анна Сергіївна, Анна Сергеевна Криводуб, Anna Serhiivna Kryvodub та ін. "Интеллектуальный анализ данных о безошибочности операторов Call-центра. Подход к построению классификатора". Thesis, Сумский государственный университет, 2016. http://essuir.sumdu.edu.ua/handle/123456789/46614.
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В данном исследовании поставлена задача анализа возможности использования накопленных статистических данных для прогнозирования безошибочности. На начальной стадии исследования принято решение ограничиться учетом загруженности и
коэффициента очереди.
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Pereira, Adriana Albuquerque Cabral de Castro. "Analysis of call center training small business health services in Fortaleza." Universidade Federal do CearÃ, 2007. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=3602.
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A idealizaÃÃo deste trabalho surgiu da necessidade de conhecer a estruturaÃÃo dos programas de treinamentos nos call centers - centros de atendimentos aos clientes. A experiÃncia de mercado, obtida pela autora, sinalizava deficiÃncias no processo de capacitaÃÃo da mÃo de
obra do setor. O objetivo geral deste trabalho foi de analisar os programas de treinamentos aplicados nos call centers de pequeno porte de empresas de serviÃos de saÃde do municÃpio de Fortaleza. A metodologia utilizada foi uma pesquisa exploratÃria, descritiva e qualitativa em uma amostra nÃo probabilÃstica. Foram pesquisadas quatro empresas, cuja escolha seguiu os seguintes critÃrios: as empresas deveriam ter mais de cinco anos no mercado; deveriam possuir call center para realizar os atendimentos aos clientes com no mÃximo 100 posiÃÃes de atendimento e ser do segmento de serviÃos de saÃde. As informaÃÃes das empresas foram obtidas a partir de profissionais que estavam em cargos de gestÃo e possuÃam pelo menos um ano de experiÃncia no segmento de call center. Os quatro pressupostos confirmados foram os seguintes: os call centers realizam os treinamentos atravÃs de mÃdulos diversos com enfoque tÃcnico e comportamental; os fatores que, na opiniÃo dos entrevistados, motivam a realizaÃÃo dos treinamentos sÃo dois, o desejo de crescer no mercado, segunda confirmaÃÃo e as reclamaÃÃes feitas pelos clientes, terceira confirmaÃÃo. A quarta confirmaÃÃo foi referente ao valor do investimento necessÃrio para a realizaÃÃo dos treinamentos, todas as quatro empresas pesquisadas, consideraram o fator investimento como empecilho no processo de capacitaÃÃo.
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Santos, Adna OiridÃia Rabelo dos. "Call center e as interfaces identidade e trabalho." Universidade Federal do CearÃ, 2011. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=12280.
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CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel Superior<br>Conselho Nacional de Desenvolvimento CientÃfico e TecnolÃgico<br>Esta tese à continuidade do percurso durante o Mestrado em Psicologia da Universidade Federal do CearÃ, quando foi realizada uma pesquisa sobre a problemÃtica da LER/DORT1 no call center que resultou na dissertaÃÃo da pesquisadora, cujo tÃtulo à âO trabalho do atendente de call center â adoecimento por LER/DORT e descartabilidadeâ. Durante o percurso da dissertaÃÃo a questÃo da identidade chamou a atenÃÃo. O trabalho realizado era considerado como âtrampolimâ enquanto terminavam o ensino superior, jà que, muitos findam por nÃo concluÃrem o ensino superior e, diante dessa realidade, resta continuar como atendente ou buscar outra ocupaÃÃo que nÃo exija a formaÃÃo superior. O objetivo desta tese Ã, portanto, compreender como os atendentes constroem uma identidade laboral/profissional a partir de um trabalho precÃrio, fragmentado, rotinizado. Para alcanÃar esse objetivo maior, serà relevante considerar o processo de formaÃÃo do atendente, ou seja, apreender os processos de aprendizagens que ocorrem no call center e como o trabalho reforÃa essas aprendizagens. A tese està dividida em trÃs grandes blocos, sendo o primeiro o quadro teÃrico que irà explorar o contexto histÃrico do call center e as mudanÃas laborais, a formaÃÃo humana e a identidade. Em seguida, os procedimentos metodolÃgicos. Trata-se de uma pesquisa qualitativa, sendo a entrevista semi-estruturada o instrumento de coleta de dados predominante e anÃlise de conteÃdo temÃtica a ferramenta que possibilitou a anÃlise. E por fim, um conjunto de dados que foram discutidos. Os atendentes identificam que nÃo se pode pensar numa carreira no call center, mas que, apesar disso, podem adquirir uma âpreparaÃÃoâ para o mercado laboral e tal fato à visto como positivo. Dentre os elementos que colaboram na construÃÃo da identidade, à possÃvel destacar as aprendizagens adquiridas e o consumo como dimensÃes que ajudam a organizar um sentido biogrÃfico porque esses aspectos nÃo fazem parte do exercÃcio intrÃnseco ao trabalho, mas de alguma maneira o atendente leva consigo: a âpreparaÃÃoâ para o mercado e o estilo de vida artificialmente criado por meio da aquisiÃÃo de bens e produtos que oferecem certo sentido e tambÃm ajudam a mantÃ-lo trabalhando. O atendente constrÃi uma identidade provisÃria, sendo que as aprendizagens adquiridas no trabalho contribuem para uma organizaÃÃo de uma postura profissional dentro dos moldes da superficialidade, da adaptaÃÃo e da readaptaÃÃo aos diferentes contextos, da persuasÃo e da capacidade de negociar que estÃo bem antenados com os valores da modernidade tardia que à marcada pelas estratÃgias de enfrentamento individuais, pela efemeridade e pela provisoriedade.<br>Esta tesis es la continuidad del camino durante la MaestrÃa en PsicologÃa en la Universidad Federal de CearÃ, cuando fue realizada una bÃsqueda sobre el problema de la LER/DORT [1] en el centro de atenciÃn telefÃnica que dio lugar a la tesis de la investigadora, titulado "El trabajo de recepcionista centro de llamadas - enfermedad de LER/DORT y desechabilidadâ. Durante el hacer de del trabajo la cuestiÃn de la identidad me llamà la atenciÃn. La obra fue considerada como un "trampolÃn", en cuanto terminaba la enseÃanza superior, ya que muchos dejan por no haber terminado la educaciÃn superior y, dada esta realidad, ven como salida trabajar como recepcionista del centro de llamadas o buscar otra ocupaciÃn que no requiere la educaciÃn superior. Por tanto, el objetivo de esta tesis es comprender cÃmo los asistentes a construir una identidad laboral / profesional de un precario, fragmentado y rutinario trabajo. Para lograr este importante objetivo, serà importante tener en cuenta el proceso de formaciÃn de la operadora, o para comprender los procesos de aprendizaje que se producen en el centro de llamadas y cÃmo el trabajo mejora su aprendizaje. La tesis se estructura en tres grandes bloques, el primero es el marco teÃrico que explorarà el contexto histÃrico del centro de llamadas y los cambios industriales, el desarrollo humano y la identidad. En segundo lugar, los procedimientos metodolÃgicos. Se trata de una investigaciÃn cualitativa, con el instrumento de entrevista semi-estructurada para recopilar datos y predominante temÃtica, herramienta de anÃlisis de contenido que permitià el anÃlisis. Por Ãltimo, un conjunto de datos que se han discutido. Identificar los empleados que no pueden pensar en una carrera en el centro de llamadas, pero que sin embargo pueden adquirir una "preparaciÃn" para el mercado laboral, y este hecho es visto como positivo. Entre los elementos que colaboran en la construcciÃn de la identidad, es posible destacar las lecciones aprendidas y el consumo como dimensiones que ayudan a organizar un sentido biogrÃfico porque estos aspectos no son parte del ejercicio intrÃnseco al trabajo, pero de alguna manera el operador lleva: un "preparaciÃn" para el mercado y la forma de vida creada artificialmente a travÃs de la adquisiciÃn de bienes y productos que ofrecen un sentido y tambiÃn ayudan a mantener el sistema funcionando. La operadora construye una identidad provisional, y las habilidades adquiridas en el trabajo contribuyen a una organizaciÃn en una actitud profesional a lo largo de las lÃneas de la superficialidad, la adaptaciÃn y la readaptaciÃn a diferentes contextos, la persuasiÃn y la capacidad de negociaciÃn que estÃn bien adaptados a los valores de la modernidad tardÃa està marcado por las estrategias de afrontamiento individuales, lo efÃmero y temporal.
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Brannan, Matthew Joseph. "Workplace resistance in a call centre environment." Thesis, University of Wolverhampton, 2005. http://hdl.handle.net/2436/90757.
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Sprigg, Christine Ann. "Psychosocial risk factors for call centre employees." Thesis, University of Sheffield, 2011. http://etheses.whiterose.ac.uk/14659/.
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Two over-arching research questions are examined in this thesis. These questions concern call centre organisational features (dialogue scripting and performance monitoring), work design (e.g., autonomy, workload, role properties) and health outcomes (psychological strain and MSDs) which are examined using data from 1,141 employees taken from 36 call centres. In the Study 1 the "lean service characteristics" of dialogue scripting and performance monitoring are examined in relation to the prediction of call handler job-related strain. Findings confirm that employees who experience greater dialogue scripting and more intensive performance monitoring show higher levels of strain. These relationships are fully mediated by work design. These findings demonstrate the importance of considering the impact of lean working practices on employee health. In the Study 2, the work characteristics of autonomy and workload are examined in relation to the prediction of musculoskeletal disorders (upper back, lower body and arms). I find that the relationship of workload to upper body and lower back musculoskeletal disorders is largely accounted for by job-related strain. This mediating effect is less evident for arm disorders. Contrary to expectation, job autonomy has neither a direct nor a moderating effect on any musculoskeletal disorder. In Study 3, a systematic literature review of intervention studies in call centres is presented. Sixteen papers are categorised into four intervention domains, namely, i) physical work environment ii) ergonomic iii) job design and iv) health. The majority of studies are ergonomic in nature and the physical work environment is considered also. Study 3 implies that whilst work psychologists examining call centre working practices is a valid exercise it only forms part of a psychosocial risk story and that work psychologists need to work in a more interdisciplinary manner if we are to positively intervene in call centres.
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Orthaber, Sara. "(Im)politeness at a Slovenian call centre." Thesis, University of Surrey, 2017. http://epubs.surrey.ac.uk/813994/.
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The present study examines (im)politeness in technologically mediated interactions between Company representatives and customers, in which customers request information or complain about a service received. The study first explored normative behaviour in requesting information via telephone and email and then looked at deviant cases where following interactional trouble of some sort, the exchanges became unexpectedly inappropriate and thus open to evaluations of impoliteness. The study further examined impoliteness in the way customers communicated their dissatisfaction. Here, the way complaints were articulated and responded was found to vary between telephone and Facebook. On the telephone, face-threatening behaviour was targeted at the institutional agent and the customers appealed to the agent’s sense of fairness. On a public social media Facebook page, administrated by an anonymous representative, the customers attacked the Company’s image. Precisely because of the public nature of the setting, the customers’ flaming behaviour, i.e. aggressive or hostile behaviour, differed from that identified in complaint calls. In other words, aggressive behaviour and humour were seen as devised for different audiences as separate communicative goals, whereby the aggressive behaviour was aimed at the Company whereas other followers are meant to enjoy its humorous potential with the objective of providing support through likes and affiliative comments. It was found that while customers’ complaints rarely triggered remedial actions on the telephone, on Facebook, responses to negative feedback are not normatively required. When responses were provided, various disaffiliating distance strategies were used. Overall, the analysis of complaints has shown that they are managed in a rather non-accountable manner. It further revealed the discrepancy between the infrastructural services and the pseudo-modern image, the Company aims to project. This study provides valuable insights into (im)politeness in customers’ requesting and complaining behaviour in authentic Slovenian institutional interactions, thus contributing to the burgeoning field of (im)politeness research in institutional settings.
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Tessler, Jacques Starosta. "Macroergonomia em Call Center de ambiente universitário." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2002. http://hdl.handle.net/10183/3465.
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Este estudo trata da abordagem macroergonômica participativa para a identificação das demandas ergonômicas dos atendentes que operam em central de atendimento universitária, com utilização da metodologia participativa da Análise Macroergonômica do Trabalho (AMT) (Guimarães, 2001) e feITaIllentalproposto no DesignMacroergonômico (DM) (Fogliatto e Guimarães, 1999). o estudo de caso foi realizado em uma Instituição Federal de Ensino - IFE. A aplicação da metodologia permitiu identificar demandas prioritárias através das fases de apreciação e diagnóstico que possibilitaram a formulação de recomendações e diretrizes para introdução de meJhorias a serem estudadas e detalhadas nas demais fases do método. Os estudos realizados também permitem identificar uma especial afinidade da metodologia participativa com uma instituição pública democrática, em que as mudanças podem ocorrer de foma gradativa, em função dos escassos recursos disponíveis, vislumbrando-se o atendimento, por ordem de importância, dos itens de demanda ergonômica. Por fim, estabeleceu-se uma proposta inicial de um modelo de implementação da metodologia no âmbito da instituição, através da integração multidisciplinar e multidepartamental dos profissionais das áreas técnicas e de saúde e dos representantes dos docentes, técnicos-administrativos e discentes, utilizando-se a estruturajá existente e, por conseqüência, sem custos adicionais.
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Li, Yi. "Speaker Diarization System for Call-center data." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-286677.
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To answer the question who spoke when, speaker diarization (SD) is a critical step for many speech applications in practice. The task of our project is building a MFCC-vector based speaker diarization system on top of a speaker verification system (SV), which is an existing Call-centers application to check the customer’s identity from a phone call. Our speaker diarization system uses 13-Dimensional MFCCs as Features, performs Voice Active Detection (VAD), segmentation, Linear Clustering and the Hierarchical Clustering based on GMM and the BIC score. By applying it, we decrease the Equal Error Rate (EER) of the SV from 18.1% in the baseline experiment to 3.26% on the general call-center conversations. To better analyze and evaluate the system, we also simulated a set of call-center data based on the public audio databases ICSI corpus.<br>För att svara på frågan vem som talade när är högtalardarisering (SD) ett kritiskt steg för många talapplikationer i praktiken. Uppdraget med vårt projekt är att bygga ett MFCC-vektorbaserat högtalar-diariseringssystem ovanpå ett högtalarverifieringssystem (SV), som är ett befintligt Call-center-program för att kontrollera kundens identitet från ett telefonsamtal. Vårt högtalarsystem använder 13-dimensionella MFCC: er som funktioner, utför Voice Active Detection (VAD), segmentering, linjär gruppering och hierarkisk gruppering baserat på GMM och BIC-poäng. Genom att tillämpa den minskar vi EER (Equal Error Rate) från 18,1 % i baslinjeexperimentet till 3,26 % för de allmänna samtalscentret. För att bättre analysera och utvärdera systemet simulerade vi också en uppsättning callcenter-data baserat på de offentliga ljuddatabaserna ICSI corpus.
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Rhodes, Lisa M. "Thriving at work: A call center study." Franklin University / OhioLINK, 2018. http://rave.ohiolink.edu/etdc/view?acc_num=frank1553730147335996.
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McMurtry, William F. "Information Retrieval for Call Center Quality Assurance." The Ohio State University, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=osu1587036885211228.
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Timm, Elke. "Arbeit im Call-Center : Tätigkeitsstrukturen, Belastungen und Ressourcen." Saarbrücken VDM, Müller, 2007. http://d-nb.info/986581526/04.
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Henken, Kirsten. "Dynamic contact centers with impatient customers and retrials." Saarbrücken VDM Verlag Dr. Müller, 2007. http://d-nb.info/98879814X/04.
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Werner, Ann. "Work dysfunctions and their consequences as experienced by call centre agents." Thesis, Stellenbosch : University of Stellenbosch, 2006. http://hdl.handle.net/10019.1/1523.
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Thesis (MA (Industrial Psychology))--University of Stellenbosch, 2007.<br>Overview of previous work: Previous research on call centres has identified the inherent
stressful nature of the call centre agent job. In fact researchers have gone so far as to name
call centres ‘sweatshops of the new millennium’, (Crome, 1998; Fernie, 1998). Comparative
studies between human service work and burnout have often featured in current literature as
have studies concerning the correlations between call centre work and job satisfaction, the
effects of shift work, and stress in the call centre environment.
Purpose: However, the purpose of this study, avoiding a comparative approach, is to focus
on one organisation in particular, in order to assess the varied work dysfunctions present in its
call centre. The study is particularly important in the light of the proposed development of the
call centre industry in South Africa at this time. A more comprehensive understanding
therefore, of the pitfalls of call centre work, would be beneficial to those currently running
call centres as well as those planning their implementation. At the outset, stress was
considered a pivotal dysfunction within the call centre, from which other maladies often
ensued such as substance abuse, depression and eating pattern disruptions. Work challenges
too, manifest in the field data, namely insufficient training and managerial / system problems.
The research therefore includes the exploration of these factors serving to highlight both the
more socio-cultural and emotional issues, as well as on-the-job grievances encountered by
call centre agents.
Design / methodology / approach: Owing to the exploratory nature of the study, a focus
group methodology was used, allowing for in-depth qualitative research which catered for a
far reaching and comprehensive understanding of current work issues. As the study concerns
only call centre agents, the roles of supervisors and managers were not included. The sample
comprised four different groups, of randomly selected call centre agents, with a total of 27
participants. Demographics revealed male and female participants of differing marital status,
educational qualifications, but with tenure at a call centre between 2 and 6 years, and aged
between 20 and 40 years.
Findings: Support was found for the following dysfunctions in the process, with stress as
primary harbinger of other dysfunctions, many exacerbated by the stressful nature of shift
work, and the resultant work-life imbalance. Stresses encountered due to ineffective systems, training processes, and call centre management were also significant. On a positive note, of
interest was the unanimous agreement that within this particular field study, workspace
ergonomic considerations were thought not to add to call centre dysfunction.
Research limitations / implications: Even though four groups from two different call
centres were observed, they were part of the same organisation, in Cape Town in the Western
Cape. In this way commonalities in terms of reactions to systems, policies etc were thought
likely to be similar, however owing to the shift work nature of call centres through out South
Africa, it is believed that significant correlations could be determined, in any organisation. A
comparative study across various differing organisations and locations therefore could be
investigated.
Originality / value: Owing to the very stressful nature of call centre work, the focus groups
revealed themselves to be cathartic in nature as participants thoroughly embraced the process,
and personal experiences were often disclosed by participants which facilitated realistic
discussions. In this way, meaningful qualitative data was collected, and can be used to
ameliorate current call centre conditions, and to allow better planning for future
implementation. Furthermore, the research has exposed a number of further study options, as
e.g. owing to their significance, each dysfunction could be investigated further and covered
individually in separate research papers, as could the role in management, and training within
the call centre milieu.
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Lieven, Theo. "Markenpersönlichkeit und Mitarbeiterverhalten in Kundentelefonaten." [S.l.] : [s.n.], 2009. http://aleph.unisg.ch/hsgscan/hm00231808.pdf.
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Ellway, Benjamin Piers William. "Call centres : work, service, & technologies." Thesis, University of Cambridge, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.609748.
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Anaya, Pazos Roger Enrique, and Rozas Carlos Jesús Torres. "Optimización y simulación de recursos para la mejora de los costos de operación de un call center de evaluación de créditos de la Empresa GMG Servicios Perú S.A." Bachelor's thesis, Universidad Ricardo Palma, 2015. http://cybertesis.urp.edu.pe/handle/urp/1317.
Full textAbstract:
La presente tesis pretende optimizar los recursos en un call center especializado en la evaluación de créditos perteneciente a la empresa GMG servicios del Perú S.A. ubicado en la ciudad de Lima en el distrito de Santiago de Surco, parte de su expansión e incursión en el mercado sudamericano, ingresa al Perú con su marca comercial “El Gallo más Gallo” dedicada a la venta de electrodomésticos, motos, equipos de cómputo y telefonía, entre otros, dirigida fundamentalmente a clientes de ingresos medio-bajos y bajos, además de presentar un crecimiento sostenible en el tiempo.
El estudio de caso se centra en analizar la adecuada asignación de recursos del área de call center, así como también la demora de atención a las llamadas entrantes. Una vez conocida la situación actual se diagnosticó que los recursos no eran utilizados de manera adecuada para cumplir de manera óptima con los servicios que se brindan en dicho call center. La empresa no ha hecho ningún tipo de estudio para asignar sus recursos adecuadamente, por lo que se han basado en experiencia y mediante el tiempo van modificando según sus experiencias. Además de ello se verifica que los indicadores de tasa de abandono, duración de llamadas y demora de contestación al cliente que permiten medir el desempeño del call center no cumplen con las expectativas de la gerencia general de la empresa.
Ante ello se presenta un modelo de asignación de recursos propuesto, el cual es un modelo estructurado con una serie de actividades consecuentes de un proceso y que son alimentados por la información obtenida de un modelo de programación lineal y cuyo soporte operativo se basa en una herramienta especializada llamada Lingo.
Es así que el modelo matemático y la herramienta de simulación por el Promodel se relacionan e introducen en el proceso propuesto, donde la integración asegura que las decisiones se tomen en base a información relevante focalizada en la nueva asignación de recursos, para así mejorar los índices mencionados anteriormente y que se maximice el negocio aprovechando las oportunidades de generar más ganancias debido a la eficiencia del proceso y a la alza de demanda para la obtención de créditos mediante la empresa objeto de estudio.
The present thesis tries to optimize the resources in a call center specialized in the belonging credit evaluation to the company GMG services of Peru S.A. located in the city of Lima in the district of Santiago of Rut, part of his expansion and incursion on the South American market, deposits Peru with his commercial brand " The Rooster more Rooster " dedicated to the sale of domestic appliances, motorcycles, equipments of calculation and telephony, between others, directed fundamentally clients of average-low and low income, beside presenting a sustainable growth in the time.
The study of case centres on analyzing the suitable assignment of resources of the area of call center, as well as also the delay of attention to the next calls. Once known the current situation diagnosed that the resources were not used of way adapted to expire in an ideal way with the services that are offered in the saying call center. The company has not done any type of stupid to assign his resources adequately, by what they have been based on experience and by means of the time they are modifying according to his experiences. Besides it one checks that the indicators of rate of abandon, duration of calls and delay of answer that allow to the client to measure the performance of the call center do not expire with the expectations of the general management of the company.
Before it there appears a model of assignment of resources proposed, who is a model structured with a series of consistent activities of a process and that are fed by the information obtained of a model of linear programming and whose operative support is based on a specialized tool called Lingo.
It is so the mathematical model and the tool of support relate and introduce in the proposed process, where the integration assures that the decisions should take on the basis of relevant information focused in the new assignment of resources, this way to improve the indexes mentioned previously and that maximizes the business taking advantage of the opportunities to generate more earnings due to the efficiency of the process and the rise of demand for the credit obtaining by means of the company I object of study.
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Scupin, Yvonne. "Call-Center-Management und Mitarbeiterzufriedenheit : eine kausalanalytische Untersuchung /." Wiesbaden : Deutscher Universitäts-Verlag, 2006. http://opac.nebis.ch/cgi-bin/showAbstract.pl?u20=9783835001749.
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Caro, Vasquez Monica Gabriela, and Guillén Sandra María Pía García. "Atracción de talento humano a un call center." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2017. http://hdl.handle.net/10757/622914.
Full textAbstract:
Investiga el dinamismo propio del sector de Call Centers en Perú y como este afecta a los recursos humanos de la empresa, enfatizando en el talento humano y como se ve afectado por la falta de planificación a largo plazo en cuanto a su retención, captación y atracción. Todo ello visto desde cuatro distintas perspectivas como son Call Center, talento humano, excelente lugar para trabajar y permanencia del talento humano en un Call Center. Asimismo, sugiere formas de mejorar los índices de rotación de personal en uno de los sectores con las tasas de indicadores más altas.<br>Investigates the dynamism of the Call Centers sector in Peru and how affects the company's human resources, emphasizing human talent and how it is affected by the lack of long-term planning of its retention, recruitment and attraction. All of these topics were seen from four different perspectives such as Call Center, human talent, excellent place to work and permanence of human talent in a Call Center. It also suggests ways to improve staff turnover rates in one of the sectors with the highest indicator rates.
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Cantrick-Brooks, Bernadine Yvonne Marie. "Trade union joining perceptions from call centre employees /." Access electronically, 2005. http://www.library.uow.edu.au/adt-NWU/public/adt-NWU20061127.111430/index.html.
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