Relevant bibliographies by topics / Call-center market

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Call-center market'

Author: Grafiati
Published: 30 May 2022
Last updated: 31 July 2025

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Journal articles on the topic "Call-center market"

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Schaal, Thomas, and Andreas Krensel. "The call center market in South Africa." CallCenter INTERNATIONAL 1, no. 2 (2008): 16–18. http://dx.doi.org/10.1007/bf03252426.

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Terenteva, Alexandra, Antonina Ukhova, and Irina Okolnishnikova. "IMPROVING THE OPERATION OF A CALL CENTER IN THE PAID MEDICAL SERVICES MARKET FROM THE PERSPECTIVE OF MARKETING." Bulletin of the South Ural State University series "Economics and Management" 15, no. 4 (2021): 164–70. http://dx.doi.org/10.14529/em210417.

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In this article, the authors have substantiated the importance of the role of a call center in the activities of paid medical clinics as the first point of contact of patients with a medical institution. The authors have presented a marketing analysis of the work of a call center of a paid medical clinic on the example of OOO Medical Clinic “FMC”. In order to analyze and develop directions for improving the work of the call center employees of the paid medical clinic, quantitative per-formance indicators and emotional intelligence of call center employees have been assessed, and the key succes
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Xia, Yu, Bintong Chen, Vaidyanathan Jayaraman, and Charles L. Munson. "Competition and market segmentation of the call center service supply chain." European Journal of Operational Research 247, no. 2 (2015): 504–14. http://dx.doi.org/10.1016/j.ejor.2015.06.027.

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Andini, Trisnawati, and Gatot Yudoko. "Business process improvement in call center operations at XYZ Malaysia through the implementation of Lean Six Sigma methodologies." Journal of Multidisciplinary Academic Business Studies 1, no. 4 (2024): 719–35. http://dx.doi.org/10.35912/jomabs.v1i4.2309.

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Purpose: This study explores the application of Lean Six Sigma methodologies to improve the business process in call center operations at XYZ Malaysia to enhance service quality and increase customer satisfaction. This study emphasizes the importance of adopting Lean Six Sigma. Research Methodology: This study employed a mixed-method approach that utilized both qualitative and quantitative data. Qualitative data explores challenges and customer satisfaction levels, while quantitative data assesses the impact of Lean Six Sigma on specific metrics used by the call center. Results: The study conc
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Pali, Lalita, and Geeta Pal. "Impact of GST in Indian Market-A Literature." International Journal of Research in Informative Science Application & Techniques (IJRISAT) 1, no. 1 (2022): 19–26. http://dx.doi.org/10.46828/ijrisat.v1i1.19.

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Indian market, new tax reformed scheme was introduced to generate government’s revenue equally between the state and center. This scheme was introduced by the center government because of the conflicts made by state governments between the state and center tax were implemented by the state governments which varies one state to another state of the country. Earlier policy was like a tax upon tax implemented on the goods and services and it was again between producer and consumers, which we call it as one type of monopoly, broken by the center government. But due to this Goods and Service Tax in
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Roșca, Vlad. "Perceptions of third country migrants about secondary labor market concentration. A case of call center jobs in Romania." Revista Calitatea Vieții 33, no. 3 (2022): 168–84. http://dx.doi.org/10.46841/rcv.2022.03.02.

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This article sets to investigate the perceptions of migrants about call center labor in Romania. Narrative evidence was gathered from six oral history interviews conducted between June 2021 and January 2022 with third country nationals who lived in Romania. All of them had call[1]center labor experiences in this country. Narrative research is employed in order to analyze and interpret the lived experiences recalled by the migrants. Results show that the lack of destination language skills, of sufficient professional experience, and the unrecognition of home society qualifications are among the
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Andini, Trisnawati, and Gatot Yudoko. "Business Process Improvement in Call Center Operations at XYZ Malaysia Using Lean Six Sigma." Jurnal Bisnis dan Pemasaran Digital 3, no. 2 (2024): 137–53. https://doi.org/10.35912/jbpd.v3i2.4515.

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Purpose: This study explores the application of Lean Six Sigma methodologies to improve the business process in call center operations at XYZ Malaysia to enhance service quality and increase customer satisfaction. This study emphasizes the importance of adopting Lean Six Sigma. Research Methodology: This study employed a mixed-method approach that utilized both qualitative and quantitative data. Qualitative data explores challenges and customer satisfaction levels, while quantitative data assesses the impact of Lean Six Sigma on specific metrics used by the call center. Results: The findings s
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Alarcón, Amado, and Josiah McC Heyman. "Bilingual call centers at the US-Mexico border: Location and linguistic markers of exploitability." Language in Society 42, no. 1 (2013): 1–21. http://dx.doi.org/10.1017/s0047404512000875.

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AbstractBilingual call centers in El Paso, Texas, an extensively bilingual US-Mexico border setting, provide a valuable opportunity to examine empirically what occurs with respect to language shift reversal of Spanish in the context of new information economy. Interviews were conducted with thirty-nine call center operators and managers, and twelve translators and interpreters. Call centers provide an important occupational performance of and recognition to the Spanish language. Nevertheless, bilingual call centers mainly rely on uncompensated, socially provided language skills in Spanish, a f
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Keenan, Katherine, Katharine Footman, Munnaf Sadekin, et al. "Using a Call Center to Reduce Harm From Self-Administration of Reproductive Health Medicines in Bangladesh: Interrupted Time-Series." JMIR Public Health and Surveillance 5, no. 3 (2019): e12233. http://dx.doi.org/10.2196/12233.

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Background Annually, there are approximately 25 million unsafe abortions, and this remains a leading cause of maternal morbidity and mortality. In settings where abortion is restricted, women are increasingly able to self-manage abortions by purchasing abortion medications such as misoprostol and mifepristone (RU-486) from pharmacies or other drug sellers. Better availability of these drugs has been shown to be associated with reductions in complications from unsafe abortions. In Bangladesh, abortion is restricted; however, menstrual regulation (MR) was introduced in the 1970s as an interim me
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Chen, An-Che, and Hau-Wei Huang. "Analysis Approach of User Centered Innovation for Call Center Services in Telecommunication." International Journal for Innovation Education and Research 4, no. 12 (2016): 190–96. http://dx.doi.org/10.31686/ijier.vol4.iss12.74.

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The growing global market of telecommunication services continuously promotes expanding customer needs and customer cares. Despite the efforts to facilitate Web-based services for customer contacts, Call Center Services (CC) with Interactive Voice Response Systems (IVR) currently remain the primary channel for customer services in telecommunication industries. In reality, the development of the system structure for IVR and the subsequent Call Center Information System are mainly based on the perspectives from the internal function processes on the provider side, i.e., a rather technical- or bu
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Dissertations / Theses on the topic "Call-center market"

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Aróstegui, Meza Rodrigo André. "Consulting report – servicios de call center del Perú S.A.C – proposal for north american market penetration." Master's thesis, Pontificia Universidad Católica del Perú, 2018. http://tesis.pucp.edu.pe/repositorio/handle/123456789/12730.

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Servicios Call Center del Perú (SCC) is a company located in Lima, Peru. Part of the Chilean group Entel, SCC is dedicated to providing business process outsourcing services, offering products focused on customer service, telesales, collections, and back office management. Its main client is Entel Peru, a telecommunications company of the same business group. Within its portfolio of clients are companies in a variety of sectors including banking, insurance, administration of pension funds (AFPs), retailers, and health. As SCC’s current clients are mostly concentrated in the Peruvian mark
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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 us
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Архипов, Я. В. "Розробка плану маркетингу для підприємства ТОВ «Рекар»". Thesis, Одеський національний економічний університет, 2021. http://local.lib/diploma/Arhipov.pdf.

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Доступ до роботи тільки на території бібліотеки ОНЕУ, для переходу натисніть на посилання нижче<br>У роботі визначено поняття маркетингового планування, підходів до нього та видів маркетингових планів. Проведено дослідження процесу маркетингового планування: його етапів, методів, технологій та видів аналізу. Розглянуто ринок підприємств, що надають послуги call-центрів та контакт центрів та визначено їх мету та цілі маркетингового планування. У практичній частині роботи досліджено маркетингове середовище ТОВ «Рекар», визначено рівень вдоволення клієнтів підприємства надаваними послугами. Тако
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McIntyre, Duncan. "Psychological wellbeing as a consequence of situational elements in the new labour market." Thesis, 2005. https://researchonline.jcu.edu.au/59/1/01front.pdf.

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Approximately four thousand call centres employ more than 160,000 people in Australia, yet relatively little attention has been paid to how this type of work influences the wellbeing of those who do it – despite substantially higher absence frequencies and turnover rates relative to other industries. Utilising a survey design, the present study compared two situational elements models in their prediction of context-free and job-related psychological wellbeing in two samples of public sector call centre operators. The replicated findings were that the situational elements relating to the import
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McIntyre, Duncan. "Psychological wellbeing as a consequence of situational elements in the new labour market." 2005. http://eprints.jcu.edu.au/59/1/01front.pdf.

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Approximately four thousand call centres employ more than 160,000 people in Australia, yet relatively little attention has been paid to how this type of work influences the wellbeing of those who do it – despite substantially higher absence frequencies and turnover rates relative to other industries. Utilising a survey design, the present study compared two situational elements models in their prediction of context-free and job-related psychological wellbeing in two samples of public sector call centre operators. The replicated findings were that the situational elements relating to the import
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Pinto, Mariana Cláudia Bento. "Relação entre educação e mercado de trabalho: desajustamento ou overlapping?" Master's thesis, 2014. http://hdl.handle.net/10071/9202.

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Classificação JEL: J24; J40<br>Numa época difícil para os jovens diplomados, é necessário perceber se a escola está a preparar os recursos humanos necessários para o atual mercado de trabalho, tendo em conta as mudanças que este tem sofrido, sobretudo neste período de recessão económica da qual vamos lentamente saindo. Esta investigação é inovadora, no sentido em que não se centra específicamente no desajustamento de competências, fenómeno já amplamente discutido. Ela tenta perceber se existe uma relação direta entre educação e emprego, pegando na hipótese de overlapping, proposta por S
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Tzeng, Yi-Jen, and 曾怡禎. "Research on Business Strategies of Global Company on Call Center Market in Mainland China -a Case Study of Company A." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/49306044142941123453.

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碩士<br>國立交通大學<br>管理學院高階主管管理碩士學程<br>97<br>Call Center market scale in China has grown up rapidly under the effect of the following factors: speedy economic growth, keen business competition, rising of service consciousness, annual increasing on popularization rate of telephone usage, decreasing of telecommunication charging rate, fast popularization of internet application, and joining to the WTO. Call Center market has marched into matured stage for advanced countries, while for China it is still at the growing stage with huge market potential in the future. Company A has introduced Call Cente
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Books on the topic "Call-center market"

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Körs, Anna. Call Center Markt Deutschland, das Fallbeispiel Hamburg. Lit, 2002.

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Group, The Telecommunications Research. Call Center Market in Australia: A Strategic Entry Report, 1999 (Strategic Planning Series). Icon Group International, Inc., 2005.

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Sallaz, Jeffrey J. Lives on the Line: How the Philippines Became the World's Call Center Capital. Oxford University Press, 2019.

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Lives on the Line: How the Philippines Became the World's Call Center Capital. Oxford University Press, Incorporated, 2019.

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Schwartz, Robert A. The Electronic Call Auction: Market Mechanism and Trading (The New York University Salomon Center Series on Financial Markets and Institutions). Springer, 2001.

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Jahnke, Jennifer, and Edith Spielhagen. Call Center-Markt in Deutschland. Books on Demand GmbH, 2002.

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Sallaz, Jeffrey J. Lives on the Line. Oxford University Press, 2019. http://dx.doi.org/10.1093/oso/9780190630652.001.0001.

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The call center industry is booming in the Philippines. Around the year 2005, the country overtook India as the world’s “voice capital,” while industry revenues are now the second largest contributor to national GDP. This ethnographic study traces the assemblage of a global market for voice over the past two decades. New information technologies developed during the 1990s and 2000s fed Western firms’ appetite for cheap, English-speaking workers in offshore locales. An initial attempt to build a stable labor market for voice in India failed, owing in large part to gendered norms regarding work
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Book chapters on the topic "Call-center market"

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Slama, Dirk. "Operations." In The Digital Playbook. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-030-88221-1_16.

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AbstractProviding efficient and effective service operations will be a key success factor for any AIoT-enabled product or solution. Depending on the specific nature of the system, service operations setup can potentially take very different shapes. For complex, industrial assets, service operations will most likely include direct customer interactions via a call center, as well as on-site maintenance or repair services. For mass-market consumer products, service operations will most likely be highly automated and provide only limited field services, if any. Most Field Service Management (FSM)
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"Foreign market." In Designing the Best Call Center for Your Business. CRC Press, 2005. http://dx.doi.org/10.1201/9781482280906-18.

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Sallaz, Jeffrey J. "Gone, Baby, Gone." In Lives on the Line. Oxford University Press, 2019. http://dx.doi.org/10.1093/oso/9780190630652.003.0009.

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The author’s premise is that the voice industry will not return to the United States. Reflecting the analysis presented in previous chapters, this chapter offers a dim prognosis for those who wish to bring call center jobs “back home.” As the author notes, the value proposition simply isn’t there. Countries such as India and the Philippines offer labor that is both cheap (relative to the West) and skilled enough (when it comes to English fluency). The Philippines in particular has emerged as a call center “nirvana,” as a stable labor market assemblage in which firms find workers and workers fi
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Goldman, Debbie J. "Epilogue." In Disconnected. University of Illinois Press, 2024. https://doi.org/10.5622/illinois/9780252046056.003.0008.

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The conclusion and epilogue bring the story of the call center workers up to date. The 2000 strike against Verizon represented the high water market for the workers, as Verizon violated the wireless organizing agreement. Today, Verizon wireless remains a largely non-union company. AT&amp;T sold itself to SBC Communications and vastly expanded call center outsourcing. Union representation in the telecommunications industry has declined from about 60 percent in the 1980s to just under 10 percent today. There has been an upsurge in union organizing among technology workers in recent years, but it
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Salomone, Rosemary. "Marketing Language." In The Rise of English. Oxford University Press, 2022. http://dx.doi.org/10.1093/oso/9780190625610.003.0013.

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What is the value of language skills in the global knowledge economy? How do those skills meet needs in the domestic service economy? To what extent can technology fill those demands? This chapter examines ways of looking at language from a market perspective. It begins with “Marketing English,” moving from the treatment of call center workers in India and the Philippines to a more general discussion of English skills, the benefits and challenges for workers and companies, and the trend toward using English in multinational corporations. It then turns to “Marketing Multilingualism,” examining
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Hurley-Hanson, Amy E. "The Role of HRIS in Crisis Response Planning." In Encyclopedia of Human Resources Information Systems. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-59904-883-3.ch112.

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“On Sept. 11, 2001, terrorists attacked the World Trade Center, killing 2,749 people. The attack resulted in severe economic impact, especially to airlines, and a stock market loss of $1.2 trillion. On December 26, 2004, a tsunami from a 9.1 earthquake overran the shores of many countries along the vast rim of the Indian Ocean. Over 283,000 people died. On August 29, 2005, Katrina, a category-5 hurricane, knocked out electric and communication infrastructure over 90,000 square miles of Louisiana and Mississippi and displaced 1.5 million people.” (Denning, 2006, p. 15). This past decade has bee
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Miranda Maloa, Joaquim. "Extensive African Urbanization: The Case of the Mozambican Periphery." In Design of Cities and Buildings - Sustainability and Resilience in the Built Environment. IntechOpen, 2021. http://dx.doi.org/10.5772/intechopen.94540.

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The aim of this article is to analyze African urbanization, looking specifically at the transformations of Mozambican urban peripheries. To do so, conduct a qualitative research of an exploratory nature, using bibliographic, documentary and photographic survey. The most interesting discoveries of this study started in the 1990s, a period marked by the end of “socialism”, civil war, centrally planned economy, which verified the opening of parents in the current Western capitalist world in the growth of foreign investments and financial transactions. Under the effect of market liberalization. At
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Taylor, Sarah Mcfarland. "Shopping, Religion, and the Sacred “Buyosphere”." In Religion and Popular Culture in America, Third Edition. University of California Press, 2017. http://dx.doi.org/10.1525/california/9780520291447.003.0013.

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This chapter explores the way in which consumption itself has come to be seen as a center of meaning and value in the United States today, and looks at shopping malls as places that are potentially sacred centers for this activity. It suggests that to use the language of “religion” or the “sacred” to represent shopping and consumer culture is to assert a kind of “common sense” ideology about both the nature of religion and the nature of shopping. The fact that popular culture has become the primary site for “naturalizing” the conflation of religion, markets, and consumption, while also a key s
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Böhler, Jochen. "Introduction." In Civil War in Central Europe, 1918-1921. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780198794486.003.0001.

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In Central Europe, 1918 marked not only the demise of the German, Austrian, and Russian Empires, but also the rise of a multitude of nation states. Poland, re-erected after 123 years of partition, was at the center of events, independence having been the dream of its elites since the nineteenth century. But the formation of the Polish Second Republic was not the result of a united effort of the whole Polish nation, its political leaders, and military units—first and foremost the legendary “Legions”—during and after the Great War. In reality, in late 1918, there was no united Polish nation, lea
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Hobson, Maurice J. "The Sound of the Fury." In The Legend of the Black Mecca. University of North Carolina Press, 2017. http://dx.doi.org/10.5149/northcarolina/9781469635354.003.0007.

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Chapter six focuses on Mayor Maynard Jackson’s creation of the City of Atlanta’s Bureau of Cultural Affairs, the first institution within city government dedicated to the support of artists, their creative expressions and arts organizations. The goal of the Bureau was to make all forms of art—established and experimental—more accessible to Atlanta’s citizens. The Bureau empowered a multitude of artists and arts organizations through city funded grants and broke new ground in stabling a niche for black musical genres such as jazz and classical music as well as alternative films. This set the st
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Conference papers on the topic "Call-center market"

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Chen, Qiyang, James Yao, and Rubin Xing. "Middleware Components for E-commerce Infrastructure: An Analytical Review." In InSITE 2006: Informing Science + IT Education Conference. Informing Science Institute, 2006. http://dx.doi.org/10.28945/2951.

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Embracing inapt infrastructure technology is a major threat in developing extensive and efficient Web-based systems. The architectural strength of all business models demands an effective integration of various technological components. And middleware, the center of all applications, becomes the driver—everything works if middleware does. In the recent times, the client/server environment has experienced sweeping transformation and led to the notion of the “Object Web”. Web browser is viewed as a universal client that is capable of shifting flawlessly and effortlessly between various applicati
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Du, Yunfei. "The Reflection of Labor in Chinese Migrant Worker’s Theatrical Practice: We 2s: Labor Exchange Market (2019)." In 5th World Conference on Arts, Humanities, Social Sciences and Education. Eurasia Conferences, 2024. http://dx.doi.org/10.62422/978-81-968539-1-4-032.

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The drastic social and discursive changes in the past decades have resulted in the superimposition of neoliberal exploitation of surplus labor, precarious work, coercive resilience, and silenced agency on Chinese migrant workers. In response to their vulnerability and socio-cultural trauma, many Chinese migrant workers resort to theatrical practices within their communities to construct subjectivity and call for cultural equality. From the perspective of cultural studies, this paper manifests how grassroots community-based theatre groups provide an illuminating lens for mapping the less visibl
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Al-Abdulwahed, Khalid, and Nouf Al-Ashwan. "Female Vocational Training." In SPE Middle East Oil & Gas Show and Conference. SPE, 2021. http://dx.doi.org/10.2118/204528-ms.

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Abstract The development of any country lies in all members of society in a country, the old generation to the younger and new ones. After launching the vision of 2030 pillars, the circle of women barriers becomes wider and unlimited in the field of employment. In order to merge women in the oil and gas industry, the first milestone must be considered is creating opportunities in the labour market alongside educating and training them to acquire great learning and hone skills that qualify the women to be in the industrial workforce. It will widely contribute to the socio-economic change in a c
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VanGilder, James W., Xuanhang (Simon) Zhang, and Christopher M. Healey. "Data Center Airflow Prediction With an Enhanced Potential Flow Model." In ASME 2013 International Technical Conference and Exhibition on Packaging and Integration of Electronic and Photonic Microsystems. American Society of Mechanical Engineers, 2013. http://dx.doi.org/10.1115/ipack2013-73076.

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Potential flow models (PFM) have been implemented for a variety of applications, including data center airflow and temperature estimation. As an approximate solution to the data center room physics, potential flow models have great value in their simplicity and the limited computational effort required providing estimates. However, potential flow models lack the ability to capture the effects of buoyancy, which can affect airflow patterns within data centers. We show how this effect can be simulated within PFM; resulting in a model we call Enhanced PFM (EPFM). This model is only marginally mor
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Eduardo Hauqui Tonin, Paulo, and Elton Moura Nickel. "Experience compelling map: an auxiliary tool for user experience design in physical retail." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003217.

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The growth of online shopping is a recognized phenomenon and its strength has become even more evident during the Covid-19 pandemic. Despite the ease and speed of digital retail, one cannot lose sight of the physical store, responsible for ensuring the vitality of urban centers and promoting a more humane shopping experience. Current market and consumer movements call for a “Phygital” reality, an expression designed to represent the intersection of physical (offline) and digital (online) commercial environments.Design is about people. According to Lowdermilk (2018), you cannot create products
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Reports on the topic "Call-center market"

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Fouquet, Anne, Edgar Aragón, and Marcia Campos. The Emergence of Successful Export Activities in Mexico: Three Case Studies. Inter-American Development Bank, 2009. http://dx.doi.org/10.18235/0011328.

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This paper consists of three case studies of the emergence of three successful export activities in Mexico: avocado production, the manufacture of catheters, and call center outsourcing. Each case study discusses how companies, associations, and governments at various levels have addressed market failures and facilitated the provision of public goods necessary for each activity. The case studies additionally profile first movers in each activity and describe the positive externalities they provide to imitators, particularly diffusion of export knowledge. Also include in each case study is a co
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