Relevant bibliographies by topics / Call centres

Contents

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

Academic literature on the topic 'Call centres'

Author: Grafiati
Published: 4 June 2021
Last updated: 20 February 2023

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Journal articles on the topic "Call centres"

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Robinson, George, and Clive Morley. "Running the electronic sweatshop: Call centre managers' views on call centres." Journal of Management & Organization 13, no. 3 (September 2007): 249–63. http://dx.doi.org/10.1017/s1833367200003722.

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AbstractCall centres have been described as ‘electronic sweatshops’ and ‘slave galleons of the twenty first century’ and, contrarily as progressive, team based and career fulfilling work environments. Drawing on data from a survey of call centre managers in Australia, it is shown that there are elements of call centre management with practices from both extremes of the descriptive continuum and in some instances these elements coexist in the one centre. Whilst call centres are managed with a high level of control and the work of call centre agents is subject to intense scrutiny and monitoring,
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Robinson, George, and Clive Morley. "Running the electronic sweatshop: Call centre managers' views on call centres." Journal of Management & Organization 13, no. 3 (September 2007): 249–63. http://dx.doi.org/10.5172/jmo.2007.13.3.249.

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AbstractCall centres have been described as ‘electronic sweatshops’ and ‘slave galleons of the twenty first century’ and, contrarily as progressive, team based and career fulfilling work environments. Drawing on data from a survey of call centre managers in Australia, it is shown that there are elements of call centre management with practices from both extremes of the descriptive continuum and in some instances these elements coexist in the one centre. Whilst call centres are managed with a high level of control and the work of call centre agents is subject to intense scrutiny and monitoring,
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D'Cruz, Premilla, and Ernesto Noronha. "Technical Call Centres." Global Business Review 8, no. 1 (February 2007): 53–67. http://dx.doi.org/10.1177/097215090600800104.

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Bristow, Gillian, Max Munday, and Peter Gripaios. "Call Centre Growth and Location: Corporate Strategy and the Spatial Division of Labour." Environment and Planning A: Economy and Space 32, no. 3 (March 2000): 519–38. http://dx.doi.org/10.1068/a3265.

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The authors contribute to the developing literature on call centres by providing detailed empirical evidence on the spatial unevenness in the distribution of call centre activity. They argue that the driving forces of call centre growth, whether as the rationalisation of back-office functions or as entirely new entities, have been corporate strategy and the pursuit of low-cost competitive advantage. Thus, although technological developments at the heart of call centre operations render them relatively ‘footloose’ in locational terms, the search for specific characteristics makes certain region
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Costa, Hermes Augusto, and Elizardo Scarpati Costa. "Precariousness and call centre work: Operators’ perceptions in Portugal and Brazil." European Journal of Industrial Relations 24, no. 3 (October 27, 2017): 243–59. http://dx.doi.org/10.1177/0959680117736626.

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We present comparative research on operators’ perceptions of the work process in two telecommunications call centres, one in Portugal and the other in Brazil. We argue that, despite the different pace of economic performance in recent years in Portugal and Brazil, there is a common trend towards casualization. Despite differences between the two call centres, both case studies show a process that imposes standardized behaviour. By exploring the subjective perceptions of call centre operators, we contribute to the ‘pessimistic’ (but probably more realistic) strand of literature on call centre w
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Crone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of Management & Organization 9, no. 3 (January 2003): 62–76. http://dx.doi.org/10.1017/s1833367200004715.

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ABSTRACTWhile there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and
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Crone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of the Australian and New Zealand Academy of Management 9, no. 3 (January 2003): 62–76. http://dx.doi.org/10.5172/jmo.2003.9.3.62.

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ABSTRACTWhile there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and
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Miller, Noleen, and Rozenda Hendrickse. "Differences in call centre agents’ perception of their job characteristics, physical work environment and wellbeing." Problems and Perspectives in Management 14, no. 1 (March 2, 2016): 51–63. http://dx.doi.org/10.21511/ppm.14(1).2016.06.

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Orientation: job characteristics and physical work environment of call centres have an impact on the wellbeing of call centre agents. Research purpose: the aim of this study is to determine whether there are differences in male and female call centre agents’ perception of their job characteristics, physical work environment and wellbeing. The study also aims to investigate whether there is a significant relationship between the wellbeing problems encountered by call centre agents and the job characteristics and physical work environment factors. Motivation for the study: wellbeing in call cent
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Jaaron, Ayham A. M., and Chris J. Backhouse. "Value-Adding to Public Services Through the Adoption of Lean Thinking." International Journal of Service Science, Management, Engineering, and Technology 2, no. 3 (July 2011): 33–50. http://dx.doi.org/10.4018/jssmet.2011070103.

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This paper describes an investigation into alternative management models applied to public call centres operations with the aim of delivering significant added value to the overall public firm. Call centres offer significant potential for value creation. However, in practice they are often created as mechanistic organisations and managed in such a way is to inhibit value creation. An investigation in a UK city council was carried out through the means of a case study using both qualitative and quantitative methods to collect data from directors, middle-managers and employees to evaluate the de
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Fatima, Syeda Zain, and Hafiza Iram Naseem. "Determinants of Call Centre Employee’s Turnover in Pakistan - An Exploratory Study." Archives of Business Research 9, no. 3 (April 1, 2021): 217–24. http://dx.doi.org/10.14738/abr.93.9888.

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The purpose of this study was to find the determinants of call centre employee’s turn over in Pakistan. This study would answer Why employees quit call centres job in Pakistan and does not last for long. Little is known about the employs experience and real issue, that why did they quit. Eight employees were interviewed who have worked in the call centres. The interviews were qualitative and were analysed by drawing on the phenomenological method. The employees revealed that there are limited career opportunities in the call centres. Most participants stated that time schedule, stressed workin
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Dissertations / Theses on the topic "Call centres"

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Chassioti, Efthimia. "Queueing models for call centres." Thesis, Lancaster University, 2005. http://eprints.lancs.ac.uk/53535/.

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This research develops and evaluates queueing models that can be used to model characteristics of basic call centres, i.e. multi-server systems with time-dependent arrival rates, general service time distribution and state-dependent abandonments on arrival (balking). The discrete-time modelling approach which has previously been used for modelling the time-dependent behaviour of multi-server queues is extended to incorporate state-dependent balking. Pure birth state-dependent arrival processes are studied for different arrival rates and are extended for the case of a recurrent arrival rate. Tw
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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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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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Collin-Jacques, Caroline. "Professional labour in call centres : a comparative study of nurse call centres in England and Quebec (Canada)." Thesis, Royal Holloway, University of London, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.407187.

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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 the
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Janse, van Rensburg Yolandi-Eloise. "Engagement in call centres : exploring eliciting factors." Thesis, Stellenbosch : University of Stellenbosch, 2010. http://hdl.handle.net/10019.1/5193.

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Thesis (MComm (Industrial Psychology))--University of Stellenbosch, 2010.<br>ENGLISH ABSTRACT: Researchers have labelled call centres as the modern equivalent of the ‘factory sweatshops’ of the industrial era, and refer to them as the ‘satanic mills of the 21st century’. A review of the literature revealed the lack of employee engagement amongst call centre representatives (CCRs) to be a central concern in this fast-emerging global industry. Consequently, the current study was undertaken to identify and investigate various antecedents of employee engagement. The objective of the study w
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Majakwara, Jacob. "Application of multiserver queueing to call centres." Thesis, Rhodes University, 2010. http://hdl.handle.net/10962/d1015461.

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The simplest and most widely used queueing model in call centres is the M/M/k system, sometimes referred to as Erlang-C. For many applications the model is an over-simplification. Erlang-C model ignores among other things busy signals, customer impatience and services that span multiple visits. Although the Erlang-C formula is easily implemented, it is not easy to obtain insight from its answers (for example, to find an approximate answer to questions such as "how many additional agents do I need if the arrival rate doubles?"). An approximation of the Erlang-C formula that gives structural ins
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Jason, Bronwin Anastasia. "An adaptive user interface model for contact centres." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/989.

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Contact centres (CC), are the primary interaction point between a company and its customers and these are rapidly expanding in terms of both workforce and economic scope. An important challenge for today's CC solutions is to increase the speed at which CCAs retrieve information to answer customer queries. CCAs, however, differ in their ability to respond to these queries and do not interact with the computer user interface (UI) in the same way as they each have different capabilities, experience and expertise. Studies have provided empirical support that user performance can be increased when
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Barnes, Alison Kate School of Industrial Relations &amp 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 cont
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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‐ski
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Books on the topic "Call centres"

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Joanna, Reeves, Proudfoot Consulting (Europe) Ltd, and Confederation of British Industry, eds. Call centres. London: Caspian, 2000.

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Clarke, Keith. Customer call centres report. London: Cambridge MarketIntelligence, 1995.

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Union, Communication Workers. Call centres best practice. London: CWU, 2002.

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Bain, Peter. Call centres in Scotland: An overview. Glasgow: Scottish Low Pay Unit, 1999.

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Ltd, Collinson Grant Consultants. Achieving excellence in call centres. Manchester: Collinson Grant Consultants Ltd, 2000.

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Executive, Scotland Scottish. Benchmarking and definitions within contact centres. Edinburgh: Scottish Executive, 2003.

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Services, Incomes Data. Pay and conditions in call centres. London: Incomes Data Services Ltd., 2001.

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Deery, Stephen, and Nicholas Kinnie, eds. Call Centres and Human Resource Management. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805.

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Office, National Audit. Using call centres to deliver public services. London: Stationery Office, 2002.

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Bradshaw, David. Next generation call centres: CTI, voice and the Web. London: Ovum, 1999.

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Book chapters on the topic "Call centres"

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Papadongonas, Panos, and Niels Beerepoot. "Beyond call centres." In Globalisation and Services-driven Economic Growth, 207–22. Abingdon, Oxon ; New York, NY : Routledge, 2017.: Routledge, 2016. http://dx.doi.org/10.4324/9781315585055-12.

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Richardson, Helen J. "CRM in Call Centres." In Organizational Information Systems in the Context of Globalization, 69–83. Boston, MA: Springer US, 2003. http://dx.doi.org/10.1007/978-0-387-35695-2_5.

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van Klaveren, Maarten, Kea Tijdens, and Denis Gregory. "Finance and Call Centres." In Multinational Companies and Domestic Firms in Europe, 157–88. London: Palgrave Macmillan UK, 2013. http://dx.doi.org/10.1057/9781137375926_5.

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van den Broek, Diane. "Call to Arms? Collective and Individual Responses to Call Centre Labour Management." In Call Centres and Human Resource Management, 267–83. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_12.

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Holman, David. "Employee Well-being in Call Centres." In Call Centres and Human Resource Management, 223–44. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_10.

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Deery, Stephen, and Nicholas Kinnie. "Introduction: The Nature and Management of Call Centre Work." In Call Centres and Human Resource Management, 1–22. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_1.

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Gollan, Paul J. "All Talk But No Voice: Non-union Employee Representation in Call Centre Work." In Call Centres and Human Resource Management, 245–66. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_11.

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Batt, Rosemary, and Lisa Moynihan. "The Viability of Alternative Call Centre Production Models." In Call Centres and Human Resource Management, 25–53. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_2.

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Fernie, Sue. "Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?" In Call Centres and Human Resource Management, 54–74. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_3.

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Houlihan, Maeve. "Tensions and Variations in Call Centre Management Strategies." In Call Centres and Human Resource Management, 75–101. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_4.

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Conference papers on the topic "Call centres"

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Adetunji, A., A. Shahrabi, H. Larijani, and M. Mannion. "Performance Comparison of Call Routing Algorithms over Virtual Call Centres." In 2007 IEEE 18th International Symposium on Personal, Indoor and Mobile Radio Communications. IEEE, 2007. http://dx.doi.org/10.1109/pimrc.2007.4394193.

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Arthur, Ronald Esare, Douglas Tetteh Ayitey, Amevi Acakpovi, Albert Koomson, and Isaac Eric Buah. "Innovative Nurse call System For Patients in Healthcare Centres." In 2019 International Conference on Computer, Data Science and Applications (ICDSA). IEEE, 2019. http://dx.doi.org/10.1109/icdsa46371.2019.9404232.

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"A REVIEW OF NOISE EXPOSURE IN UK CALL CENTRES." In ACOUSTICS 2020. Institute of Acoustics, 2020. http://dx.doi.org/10.25144/13322.

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"A REVIEW OF NOISE EXPOSURE IN UK CALL CENTRES." In ACOUSTICS 2020. Institute of Acoustics, 2020. http://dx.doi.org/10.25144/13322.

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Adetunji, A., and H. Larijani. "Routing with a bandwidth based algorithm in virtual call centres." In NOMS 2008 - 2008 IEEE Network Operations and Management Symposium. IEEE, 2008. http://dx.doi.org/10.1109/noms.2008.4575195.

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Mathew, Benny, and Manoj K. Nambiar. "A Tutorial On Modelling Call Centres Using Discrete Event Simulation." In 27th Conference on Modelling and Simulation. ECMS, 2013. http://dx.doi.org/10.7148/2013-0315.

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"COMPARISON OF METAHEURISTICS FOR WORKFORCE DISTRIBUTION IN MULTI-SKILL CALL CENTRES." In International Conference on Evolutionary Computation. SciTePress - Science and and Technology Publications, 2010. http://dx.doi.org/10.5220/0003083503520357.

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Venugopal, Srikumar, Han Li, and Pradeep Ray. "Auto-scaling emergency call centres using cloud resources to handle disasters." In 2011 IEEE 19th International Workshop on Quality of Service (IWQoS). IEEE, 2011. http://dx.doi.org/10.1109/iwqos.2011.5931344.

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Pais, Leonor. "AFFECTIVE AND CONTINUANCE COMMITMENT IN CALL CENTRES: VALIDATION OF MEYER AND ALLEN QUESTIONNAIRE." In SGEM 2014 Scientific Conference on PSYCHOLOGY AND PSYCHIATRY, SOCIOLOGY AND HEALTHCARE, EDUCATION. Stef92 Technology, 2014. http://dx.doi.org/10.5593/sgemsocial2014/b11/s1.002.

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Cuesta Medina, Liliana, and Claudia Patricia Alvarez. "Fostering collaboration in CALL: Benefits and challenges of using virtual language resource centres." In EUROCALL 2014. Research-publishing.net, 2014. http://dx.doi.org/10.14705/rpnet.2014.000194.

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Reports on the topic "Call centres"

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McIntyre, Phillip, Susan Kerrigan, and Marion McCutcheon. Australian Cultural and Creative Activity: A Population and Hotspot Analysis: Albury-Wodonga. Queensland University of Technology, 2020. http://dx.doi.org/10.5204/rep.eprints.206966.

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Albury-Wodonga, situated in Wiradjuri country, sits astride the Murray River and has benefitted in many ways from its almost equidistance from Sydney and Melbourne. It has found strength in the earlier push for decentralisation begun in early 1970s. A number of State and Federal agencies have ensured middle class professionals now call this region home. Light industry is a feature of Wodonga while Albury maintains the traditions and culture of its former life as part of the agricultural squattocracy. Both Local Councils are keen to work cooperatively to ensure the region is an attractive place
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Phillips, Joseph A. Naval Hospital Pensacola Nurse Call Center. Fort Belvoir, VA: Defense Technical Information Center, May 2005. http://dx.doi.org/10.21236/ada443984.

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Vogel, Whitney. "To Call or Not to Call?" The Impact of Supervisor Training on Call Center Employee Attitudes and Well-Being. Portland State University Library, January 2000. http://dx.doi.org/10.15760/etd.7115.

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Oster, Emily, and M. Bryce Millett. Do Call Centers Promote School Enrollment? Evidence from India. Cambridge, MA: National Bureau of Economic Research, April 2010. http://dx.doi.org/10.3386/w15922.

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Quinn, James M. Call-Center Based Disease Management of Pediatric Asthmatics. Fort Belvoir, VA: Defense Technical Information Center, April 2004. http://dx.doi.org/10.21236/ada429099.

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Pitt, Edward. Economic Analysis of the Integrated Call Center Project. Fort Belvoir, VA: Defense Technical Information Center, October 1997. http://dx.doi.org/10.21236/ada331004.

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Pitt, Edward. Economic Analysis of Customer Service Call Center Project. Fort Belvoir, VA: Defense Technical Information Center, October 1997. http://dx.doi.org/10.21236/ada331093.

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Federspiel, C. C., G. Liu, M. Lahiff, D. Faulkner, D. L. Dibartolomeo, W. J. Fisk, P. N. Price, and D. P. Sullivan. Worker performance and ventilation: Analyses of individual data for call-center workers. Office of Scientific and Technical Information (OSTI), April 2002. http://dx.doi.org/10.2172/795377.

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Chang, Tom, Joshua Graff Zivin, Tal Gross, and Matthew Neidell. The Effect of Pollution on Worker Productivity: Evidence from Call-Center Workers in China. Cambridge, MA: National Bureau of Economic Research, June 2016. http://dx.doi.org/10.3386/w22328.

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Armas, Elvira, Gisela O'Brien, Magaly Lavadenz, and Eric Strauss. Rigorous and Meaningful Science for English Learners: Urban Ecology and Transdisciplinary Instruction. CEEL, 2020. http://dx.doi.org/10.15365/ceel.article.2020.1.

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This article describes efforts undertaken by two centers at Loyola Marymount University—the Center for Equity for English Learners (CEEL) and the Center for Urban Resilience (CURes)—in collaboration with five southern California school districts to develop and implement the Urban Ecology for English Learners Project. This project aligns with the 2018 NASEM report call to action to (1) create contexts for systems- and classroom-level supports that recognizes assets that English Learners contribute to the classroom and, and (2) increase rigorous science instruction for English Learners through t
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