Relevant bibliographies by topics / Customer service call centres

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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 'Customer service call centres'

Author: Grafiati
Published: 11 December 2022
Last updated: 26 January 2023

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Journal articles on the topic "Customer service call centres"

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Oodith, Devina. "Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre." Journal of Economics and Behavioral Studies 11, no. 2(J) (May 13, 2019): 79–91. http://dx.doi.org/10.22610/jebs.v11i2(j).2820.

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Customer call centres have become a critical form of service delivery for many organisations hence technological innovations serve as a critical point of contact between the organisation and its customers and can assist in raising the stakes in businesses in terms of customer service delivery (Burgess & Connell, 2004). According to the 2017 Global Customer Experience Benchmarking Report technology has been the number one enabler to positively enhance customer service experience in the last 5 years (Business Tech, 2017). Customers have become so empowered that they expect to have flexibility to contact a business however they choose; either via a telephone, email or Facebook. The key to ensuring satisfaction though is system’s efficiency and ease of use. This study was undertaken in EThekwini (Durban), South Africa and was directed within a Public Sector service environment comprising of four major call centres employing a total of 240 call centre agents. Using simple random sampling, 220 customers were drawn from all consumers subscribing to e-billing in EThekwini (Durban). Data for the customer sample was collected using a precoded, self-developed questionnaire whose psychometric properties were statistically determined. Data was analyzed using descriptive and inferential statistics. The results specify that in terms of customers’ perceptions of the influence of technology, on call centre effectiveness the majority of the customers found it challenging to use the technology and to understand the self-help options that were provided to them by the call centre. There were problems encountered with logging in customer queries and complaints and most customers were dissatisfied with their overall customer experience. Based on the results of the study recommendations have been made to manage the interactions between the customers and call centre’s more proficiently and powerfully.
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Kasabov, Edward, and Anna C.C.C. da Cunha. "Re-conceptualising call-centres as sites of control: the insider perspective." European Journal of Marketing 48, no. 1/2 (February 4, 2014): 25–46. http://dx.doi.org/10.1108/ejm-02-2012-0054.

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Purpose – The role of call-centres during service recovery has attracted much attention in research. However, marketers know less about controlling customers during recovery interactions and consequences of such control. In order to address this gap and empirically ascertain whether service interactions are marked by customer centricity or by employees exerting control over customers, the aim of the authors was to organise an empirical research in two Brazilian call-centres. Design/methodology/approach – The research consisted of direct, open observation and 33 semi-structured interviews with insiders (call-centre managers, supervisors and operatives). Findings – Four key findings emerged during interviews with insiders. First, control over customers may be more widely practiced than assumed in certain sections of marketing academe. Second, such control is viewed positively by call-centre insiders and is sanctioned by management. Third, control does not disempower and demoralise call-centre staff but protects operatives. Finally, control does not seem to unavoidably generate lasting customer dissatisfaction. These findings are incorporated in a framework of call-centre management which incorporates control through scripting. Research limitations/implications – The discussion calls for the revisit of certain marketing concepts and philosophies, including customer orientation, by demonstrating that control over customers is practised and should not be viewed negatively or avoided altogether in practice and as a topic of analysis. A re-conceptualisation of call-centres as sites of control over customers is proposed. Originality/value – Control and power are rarely analysed in services marketing. This is one of a few studies that makes sense of providers' (insiders') viewpoints and argues that control may play a constructive role and should be seen as a legitimate topic of services and call-centre analysis. As such it addresses a question of intellectual and practical importance which is rarely discussed and may be viewed as incongruous with an age when customers are assumed to have rights.
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Brown, Gavin, and Gillian Maxwell. "Customer Service in UK call centres:." Journal of Retailing and Consumer Services 9, no. 6 (November 2002): 309–16. http://dx.doi.org/10.1016/s0969-6989(01)00040-6.

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Chicu, Dorina, Mireia Valverde, Gerard Ryan, and Rosemary Batt. "The service-profit chain in call centre services." Journal of Service Theory and Practice 26, no. 5 (September 12, 2016): 616–41. http://dx.doi.org/10.1108/jstp-10-2014-0243.

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Purpose The purpose of this paper is to investigate the explanatory power of the service-profit chain (SPC) model in a context that differs from its original conception. The authors do so by considering whether the main relationships it proposes apply in the context of call centre services, characterised by remote services and cost cutting business models. Design/methodology/approach The data were gathered from a survey of call centre management with a sample of 937 call centres from 14 countries. The analysis was carried out using structural equation modelling. Findings Findings reveal that the SPC model behaves somewhat differently in call centres. Although there is general support for most of the links in the model, the results indicate that customer satisfaction in the call centre industry is a separate outcome, rather than a precursor to company performance. Research limitations/implications As is common in most research of this type, the present study is based on cross-sectional data. Practical implications Managers would be well advised to keep in mind that even minimum investments in human capital can make a difference in customer satisfaction and company results. Originality/value This is the first study to examine the main links in the SPC in non-traditional, non-face-to-face services. It demonstrates that the basic logic of the model is upheld, thus providing evidence that the boundaries of the SPC model may be further pushed in line with the peculiarities of the evolving service economy. Also, the authors make a methodological contribution by proposing a series of organisational level proxies for measuring elements of the chain that are typically assessed using individual level data that is expensive to gather.
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Talley, C. Richard. "Customer-service call centers." American Journal of Health-System Pharmacy 53, no. 17 (September 1, 1996): 2041. http://dx.doi.org/10.1093/ajhp/53.17.2041.

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Dean, Alison M. "Service quality in call centres: implications for customer loyalty." Managing Service Quality: An International Journal 12, no. 6 (December 2002): 414–23. http://dx.doi.org/10.1108/09604520210451894.

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Ellway, Benjamin. "Design vs practice." International Journal of Operations & Production Management 36, no. 4 (April 4, 2016): 408–28. http://dx.doi.org/10.1108/ijopm-11-2013-0487.

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Purpose – The purpose of this paper is to investigate how customer involvement in call routing affects the internal operations of the call centre service system by examining customer usability problems with the interactive voice response (IVR) system and the practices of agents used to redirect incorrectly routed calls. Design/methodology/approach – A qualitative case study combined direct observation of live calls through sit-bys with agents and semi-structured interviews conducted with coaches and managers within 13 separate teams across all four functional areas of a call centre operation. Findings – Customer use of the IVR system involved effort, capability, and arrival forms of customer-induced variability, which produced incorrect call inputs into the call centre. Shared norms and attitudes concerning knowledge, IT use, and responsibility for different call types within teams were associated with redirecting practices which lead to the problematic rerouting of calls. Problems with call routing and rerouting negatively affected operational efficiency and undermined customer satisfaction. Research limitations/implications – The paper is based upon a single case study so further research is required to examine how problems identified are manifest in call centre operations of different size and complexity. The qualitative approach develops rich insights but these findings would benefit from a quantitative focus in the future. Practical implications – The customer experience of IVR systems should be continually monitored to identify usability problems and ensure effective design, while call centre management should attempt to increase teams’ awareness of and ability to successfully redirect incorrectly routed calls. Originality/value – The paper conceptualises the mutual influence of macro-level service system design and the micro-level behaviour of customers and agents upon each other. In practice, formal design decisions such as input uncertainty, decoupling, and interdependence patterns are continually reproduced or modified. Shared attitudes and norms of teams and their behavioural influence upon agents’ call handling practices are identified as a cause of coordination problems in call centres service systems. Internal rerouting by agents is also identified as a crucial operational process and important area for future research.
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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 commitment to employee motivation.Using data collected through a mail questionnaire survey of telephone call centres operating in a range of industries in Australia, the paper explores the effect of compensation practices on employee performance, absenteeism and turnover. Following a review of the literature on call centre management and the literature on compensation strategies, the findings are presented. Key findings include: a) a significant negative correlation between annual salary and the number of calls handled by full-time customer service representatives (CSRs); b) a significant positive correlation between casual CSRs' pay rates and turnover; c) a significant negative correlation between full-time CSRs' pay and absenteeism; d) a highly significant difference between the compensation strategies currently practiced in Australian call centres and the strategies call centre managers think should be practiced and e) Australian call centre managers report their compensation strategies are not very effective in increasing performance or employee satisfaction.
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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 commitment to employee motivation.Using data collected through a mail questionnaire survey of telephone call centres operating in a range of industries in Australia, the paper explores the effect of compensation practices on employee performance, absenteeism and turnover. Following a review of the literature on call centre management and the literature on compensation strategies, the findings are presented. Key findings include: a) a significant negative correlation between annual salary and the number of calls handled by full-time customer service representatives (CSRs); b) a significant positive correlation between casual CSRs' pay rates and turnover; c) a significant negative correlation between full-time CSRs' pay and absenteeism; d) a highly significant difference between the compensation strategies currently practiced in Australian call centres and the strategies call centre managers think should be practiced and e) Australian call centre managers report their compensation strategies are not very effective in increasing performance or employee satisfaction.
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Piers William Ellway, Benjamin. "Is the quantity-quality trade-off in call centres a false dichotomy?" Managing Service Quality 24, no. 3 (May 6, 2014): 230–51. http://dx.doi.org/10.1108/msq-09-2013-0192.

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Purpose – The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis, demonstrate that quantity and quality may not necessarily operate as a trade-off. Design/methodology/approach – Existing literature is reviewed to show how quantity-quality has been conceptualised to date, followed by an analysis of quantity-quality manifestations based upon an in-depth field study of work and service in a large and complex call centre operation. Advisors’ work practices were observed during their interactions with customers, which provided rich insights into the nature of live calls and service provision in 13 different teams, supplemented with informal semi-structured interviews with team managers, coaches, and centre managers. Findings – The paper demonstrates that quantity and quality operate as a trade-off when the unit of analysis is the individual advisor or individual call fragment. However, if the entire customer enquiry is examined, quantity and quality are manifest differently: emphasising quality may also simultaneously support efficiency; favouring quantity may not only undermine quality but also ultimately circumvent efficiency gains. Research limitations/implications – The paper is based upon a single case study so further research is required to investigate whether findings concerning quantity-quality are manifest in other call centres, particularly of differing size and complexity. Practical implications – Call centre management must recognise the negative consequences of focusing upon quantity, the potential benefits of instead emphasising quality, and also acknowledge the limitations of conventional quantitative and qualitative measures. Management should also consider attempting to foster and improve relations between teams and functions within call centres. Originality/value – The paper provides a qualitative study of quantity and quality in call centres. Quantity and quality are examined beyond the conventional unit of analysis of the individual advisor or call, to explicate interdependence between past, current, and future actions and events involved in customer enquiries. Thus, quantity and quality are analysed in terms of the immediate focus during call handling and the longer run consequences for the efficiency and effectiveness of service provided by the call centre operation.
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Dissertations / Theses on the topic "Customer service call centres"

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Dean, Alison Mary 1950. "Delivering service quality in call centres : customers' responses and frontline employees' views." Monash University, Dept. of Management, 2004. http://arrow.monash.edu.au/hdl/1959.1/5255.

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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 the computer UI characteristics match the user skill level. Adaptive user interfaces (AUIs) are the key to creating personalised systems. Their sole task is to provide an interface most suitable to users' needs whilst facilitating the users' varying skill levels. The aim of this research was to develop an AUI model for CCs to support and improve the expertise level of CCAs. A literature review of CCs, user expertise, AUIs and existing AUI models resulted in the proposal of an AUI model for CCs. The proposed AUI model was described in terms of its architecture, component-level and interface design. An AUI prototype was developed as a proof-of-concept of the proposed AUI model. A literature review on existing AUI evaluation approaches resulted in an evaluation strategy for the proposed AUI model. The AUI prototype was evaluated according to the evaluation strategy that was identified. User testing incorporating eye-tracking and a post-test questionnaire was used to determine the usefulness and usability of the AUI prototype. Significant results were found with regards to user satisfaction ratings, the learnability of the AUI prototype and its effectiveness. This dissertation makes an important contribution in the design of an AUI model that supports and improves the expertise level of CCAs. The model could be used to assist the development of CC applications incorporating AUIs. Future research is however needed to evaluate the effect of the proposed AUI model in a larger CC environment.
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Kotze, Theo. "The effect of national culture on customer satisfaction in call centres across national borders." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/23069.

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Characteristics of national cultures have frequently been claimed to influence service quality perception and customer satisfaction. This inquiry investigates this claim by analysing a multinational company’s call centre servicing two markets across national borders. Hypotheses are derived which relate the cultural and customer characteristics of age, gender and socio-economic status to customer satisfaction and perceived service quality within each country.Using multiple regression and CHAID models as well as Mann-Whitney and Kruskal-Wallis tests, the hypotheses are tested by analysing call centre service feedback data on 245 customers in the South African and 201 customers in the British market. Empirical support for the effect of national culture on perceived service quality and customer satisfaction is found.Empirical proof that females report higher levels of satisfaction than males is found while the importance customers place on service quality constructs are proven to vary by age and gender. A call centre management model integrating culture and customer characteristics, which provides a richer perspective of the mechanics of value creation, is suggested.
Dissertation (MBA)--University of Pretoria, 2012.
Gordon Institute of Business Science (GIBS)
unrestricted
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Chicu, Doriana. "Employees and customers in call centres: confirmatory and exploratory study." Doctoral thesis, Universitat Rovira i Virgili, 2015. http://hdl.handle.net/10803/396290.

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Aquest estudi tracta de connectar les disciplines de RH i Màrqueting, i examina el model de service-profit chain (SPC) en el sector de Call Centre, caracteritzat per un servei remot i un negoci basat en la reducció de costos. Les dades s'han col·lectat del Projecte "Global Call Center Project". Hem realitzat dos estudis. En el primer estudi (confirmatori) s'ha emprat una mostra internacional (n = 937). En el segon estudi (exploratori) vam utilitzar una mostra espanyola (n = 109). Els resultats revelen que el model SPC té una aplicació diferent en els call centres. Encara que a nivell general podem confirmar la majoria de les relacions del model, els resultats indiquen que la satisfacció del client és un resultat separat, i no un precursor del rendiment de l'empresa. També trobem una alternativa de mesurar el constructe individual de la satisfacció de l'empleat amb dades disponibles de la organització. Addicionalment, vam descobrir certes discrepàncies en la relació entre la productivitat i la satisfacció dels empleats.
El presente estudio es una conexión entre las disciplinas de RH y Marketing, y examina el modelo service-profit chain (SPC) en el sector de Call Centre, caracterizado por un servicio remoto y un negocio basado en la reducción de costes. Los datos se han colectado del Proyecto “Global Call Center Project”. Hemos realizado dos estudios. En el primer estudio (confirmatorio) se ha empleado una muestra internacional (n = 937). En el segundo estudio (exploratorio) utilizamos una muestra española (n = 109). Los resultados revelan que el modelo SPC tiene una aplicación diferente en los call centres. Aunque a nivel general podemos confirmar la mayoría de las relaciones del modelo, los resultados indican que la satisfacción del cliente es un resultado separado, y no un precursor de rendimiento de la empresa. También encontramos una alternativa de medir el constructo individual de satisfacción del empleado con los datos organizacionales disponibles. Adicionalmente, descubrimos ciertas discrepancias en la relación entre la productividad y la satisfacción de los empleados.
This thesis is an interface between HR and Marketing discipline, by examining the Service-Profit Chain (SPC) model in the context of call centre, characterized by remote service and cost cutting business models. Data was gathered from the Global Call Centre Project. We carried out two studies. The first one is a confirmatory study, using an international sample (n=937). In the second study we use a Spanish sample (n=109) and carry out an exploratory study. Findings reveal that the SPC model behaves somewhat differently in call centres. Although there is general support for most of the links in the model, the results indicate that customer satisfaction in the call centre industry is a separate outcome, rather than a precursor to company performance. In addition, we found a way to measure the individual level of employee satisfaction construct with organizational available data. We also discovered some discrepancies in the relationship between employee satisfaction and employee productivity.
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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 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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Chu, Qiao M. Eng Massachusetts Institute of Technology, and Nisha Palvia. "Enhancing the customer service experience in call centers using preemptive solutions and queuing theory." Thesis, Massachusetts Institute of Technology, 2017. http://hdl.handle.net/1721.1/112874.

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Thesis: M. Eng. in Supply Chain Management, Massachusetts Institute of Technology, Supply Chain Management Program, 2017.
Cataloged from PDF version of thesis.
Includes bibliographical references (page 79).
The security alarms services market in the United States delivers hardware equipment and services to homeowners and businesses to help monitor and enhance personal property protection. Customer satisfaction via wait time reduction, first call resolution, and cost minimization are key drivers of success to players in this market. Most companies invest heavily in customer service systems including call centers. Our client, AlarmCo, a top provider of property protection, manages an inbound call center that supports a range of questions from customers who call within thirty days from the alarm installation date. Often, security companies fail to utilize strategic solutions when managing inbound customer call traffic and default to reactive measures which unnecessarily increase customer wait times. The key question the team aims to address in this thesis is: "How can we improve the customer service experience for customers of a major security service provider in the United States?" For this thesis, MIT partnered with OnProcess Technology, a managed services provider specializing in complex, global service supply chain operations, to develop a robust framework to preemptively reduce the number of inbound customer calls, and thereby improve customer service. Using ABC segmentation, the team categorized customers by reason code and demographics. To simulate the client's call center queue, the team calculated the key inputs for the queuing model including average wait time, interarrival rates and number of servers. The team then chose and developed the M/M/n stochastic queuing model for the simulation. The M/M/n queue reflects a simple system with parallel servers, arrivals with a Poisson distribution and service times that are exponentially distributed. Next, the customer segmentation was used to develop targeted preemptive solutions. Taking into account feasibility ratings, the team assigned success rates to each solution and adjusted the inbound call data accordingly. By analyzing the outputs of the simulation before and after adjusting the dataset, the team quantified the impact of preemptive solutions on the call center queue. Ultimately, narrowing to twelve strategic preemptive solutions led to the enhancement of the as-is queuing model by reducing average wait time by up to 35%.
by Qiao Chu and Nisha Palvia.
M. Eng. in Supply Chain Management
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Spies, Marelise. "Emotional labour and the experience of emotional exhaustion amongst customer service representatives in a call centre." Thesis, Link to the online version, 2006. http://hdl.handle.net/10019/1221.

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Visser, Willem Alfonzo. "Daily hassles, resilience, and burnout of call centre staff / Willem Alfonzo Visser." Thesis, North-West University, 2007. http://hdl.handle.net/10394/1701.

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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
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.
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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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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Books on the topic "Customer service call centres"

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

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Hunter, David. Making contact: Developing successful call centres in local government. [Bristol]: FITLOG, 2000.

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Foundation for Information Technology in Local Government., ed. Making contact: Developing successful call centres in local government. [Bristol]: FITLOG, 2000.

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Granered, Erik. Global call centers: Achieving outstanding customer service across cultures & time zones. Boston: Nicholas Brealey International, 2005.

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Call centre training handbook: A complete guide to learning and development in contact centres. London: Kogan Page, 2008.

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La gestion d'un centre de contacts clientèle: Les notions de base, un lexique complet des termes anglais-français utilisés dans le milieu. Montréal: Éditions Transcontinental, 2001.

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Practices, LLC Best. Service-to-sales excellence: Developing service representatives into high-sales achievers. Chapel Hill, NC: Best Practices, LLC, 2004.

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Office, General Accounting. Customer service: Human capital management at selected public and private call centers : report to the Chairman, Subcommittee on Oversight, Committee on Ways and Means, House of Representatives. Washington, D.C. (P.0. Box 37050 Washington, D.C. 20013): The Office, 2000.

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Julia, Mayben, ed. Call center management on fast forward: Succeeding in today's dynamic inbound environment. Annapolis, Md: Call Center Press, 1997.

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1967-, Bapat Vivek, and Hall Bill 1944-, eds. Call center performance enhancement using simulation and modeling. West Lafayette, Ind: Ichor Business Books, 1999.

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Book chapters on the topic "Customer service call centres"

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Deery, Stephen, Roderick Iverson, and Janet Walsh. "The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustion." In Call Centres and Human Resource Management, 201–22. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_9.

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Kinnie, Nicholas, and Jon Parsons. "Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of Human Resources in a Commercial Call Centre." In Call Centres and Human Resource Management, 102–26. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_5.

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Molnar, Goran, Domagoj Jakobović, and Matija Pavelić. "Workforce Scheduling in Inbound Customer Call Centres with a Case Study." In Applications of Evolutionary Computation, 831–46. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-31204-0_53.

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Merkle, Moritz. "Study 3: Beyond the Call of Duty: The Impact of Innovative Service Behavior by Robots on Customer Delight." In Humanoid Service Robots, 145–72. Wiesbaden: Springer Fachmedien Wiesbaden, 2021. http://dx.doi.org/10.1007/978-3-658-34440-5_6.

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Sproll, Martina. "Missing Links in Service Value Chain Analysis—Space, Identity and Inequality in Brazilian Call Centres." In Space, Place and Global Digital Work, 105–25. London: Palgrave Macmillan UK, 2016. http://dx.doi.org/10.1057/978-1-137-48087-3_6.

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Ciftci, Olena, and Katerina Berezina. "Exploring Customer Experience with Service Robots in Hospitality and Tourism: Activity Theory Perspective." In Information and Communication Technologies in Tourism 2023, 65–76. Cham: Springer Nature Switzerland, 2023. http://dx.doi.org/10.1007/978-3-031-25752-0_6.

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AbstractAddressing a call for theoretical development in human-robot interaction research, this study introduces activity theory to the field of service robots (SRs) in hospitality and tourism. Activity theory was used as the foundation for the conceptual analysis of in-depth interviews with hospitality customers. The results of content analysis of the interviews and future research directions are presented based on each of the service activity system’s components: object (customer experience (CE) with SRs in a hospitality unit), subject (customers), technology (SRs), rules (implementation procedures of SRs), community (customers, other customers, and employees), division of labor (a division of service), outcome (satisfaction, overall experience with hospitality establishments, and behavioral intentions), and context. The study provides future research directions in using activity theory in studies on human-robot interaction and CE with SRs in hospitality and tourism. Robot developers and hospitality professionals can use the data analysis framework proposed in this study to evaluate CE with SRs.
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Hachinger, Stephan, Martin Golasowski, Jan Martinovič, Mohamad Hayek, Rubén Jesús García-Hernández, Kateřina Slaninová, Marc Levrier, et al. "Leveraging High-Performance Computing and Cloud Computing with Unified Big-Data Workflows: The LEXIS Project." In Technologies and Applications for Big Data Value, 159–80. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-78307-5_8.

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AbstractTraditional usage models of Supercomputing centres have been extended by High-Throughput Computing (HTC), High-Performance Data Analytics (HPDA) and Cloud Computing. The complexity of current compute platforms calls for solutions to simplify usage and conveniently orchestrate computing tasks. These enable also non-expert users to efficiently execute Big Data workflows. In this context, the LEXIS project (‘Large-scale EXecution for Industry and Society’, H2020 GA 825532, https://lexis-project.eu) sets up an orchestration platform for compute- and data-intensive workflows. Its main objective is to implement a front-end and interfaces/APIs for distributed data management and workflow orchestration. The platform uses an open-source Identity and Access Management solution and a custom billing system. The data management API allows data ingestion and staging between various infrastructures. The orchestration API allows execution of workflows specified in extended TOSCA. LEXIS uses innovative technologies like YORC and Alien4Cloud for orchestration or iRODS/EUDAT-B2SAFE for data management, accelerated by Burst Buffers. Three pilot use cases from Aeronautics Engineering, Earthquake/Tsunami Analysis, and Weather and Climate Prediction are used to test the services. On the road towards longer-term sustainability, we are expanding this user base and aiming at the immersion of more Supercomputing centres within the platform.
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Rangaswamy, Nimmi, and Haripriya Narasimhan. "The Power of Data Science Ontogeny: Thick Data Studies on the Indian IT Skill Tutoring Microcosm." In Transforming Communications – Studies in Cross-Media Research, 75–96. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-96180-0_4.

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AbstractNew employment demands of a burgeoning Indian software service industry are spawning neo-educational structures, especially in the domain of data sciences through vibrant market mechanisms offering a scalable and industry-focused learning system. Since the 1990s, Indian software firms have developed expertise in carrying out outsourced back-office tasks and mid-level IT services like data entry, managing call centres, and performing software quality testing for foreign companies taking advantage of a technically trained local workforce. The trend of automating manual work practices in the IT industry has generated a different kind of demand for data sciences directed at upskilling and job readiness. India is witnessing a market-oriented groundswell of data science and IT skill tutoring ‘shops’, resituating science and engineering education. In this chapter we report from ethnographic research conducted in two IT skill training parks to underpin arguments about emerging neo-educational learning structures suited to a data science education for new livelihood opportunities in an IT-accredited India. Our chapter makes a case for looking at ‘data studies’ from an ethnographic perspective uncovering a ‘program’ of upward mobility through IT skilling and employment. What directions might data studies about tutoring data science skills in the Indian context lead to? Excerpts presented here from field research imagine new livelihoods, aspirations, and technology skills that are more often than not a reflection of the power of data science education.
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"CUSTOMER SERVICE." In Maximizing Call Center Performance, 99–112. CRC Press, 1999. http://dx.doi.org/10.1201/9781482294552-17.

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"CHOOSING HELP DESK/CUSTOMER SERVICE SOFTWARE." In The Call Center Handbook, 138–47. CRC Press, 2007. http://dx.doi.org/10.1201/9781482280623-19.

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Conference papers on the topic "Customer service call centres"

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Ducic, Aleksandra, Gordana Savic, and Milena Popovic. "EFFICIENCY MEASUREMENT OF CUSTOMER SERVICE CALL CENTER." In Economic and Business Trends Shaping the Future. Ss Cyril and Methodius University, Faculty of Economics-Skopje, 2020. http://dx.doi.org/10.47063/ebtsf.2020.0026.

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Customer feedback has become an important policy instrument in the business company, and it is essential for the customer base and policy development. One of the evaluation methods of customer satisfaction and loyalty can be the reports that are created in the company's customer support center. Therefore, companies must maintain a high number of customers to be efficient and successful. Data Envelopment Analysis (DEA) is a linear programming based technique for measuring the relative efficiency of decision-making units (DMUs) where the presence of multiple inputs and outputs makes comparisons difficult. In this paper, the DEA method evaluates the efficiency rate of customer service in 29 call center companies. The study was conducted based on the obtained data for service performed through the telephone. DEA research is based on the data available for the period from September 2017 to April 2019. The main goal of this analysis is to determine which customer-suport call centers in the world are efficient and which are inefficient. Based on the results,, it was established that a small number of centers are efficient in the observed period. Furthermore, for inefficient centers, comparing those to efficient ones, the DEA method is giving us information why they are inefficient and could direct the future development policy.
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Dai, J. G., and Shuangchi He. "Estimating customer patience-time density in large-scale call centers." In 2010 7th International Conference on Service Systems and Service Management (ICSSSM 2010). IEEE, 2010. http://dx.doi.org/10.1109/icsssm.2010.5530135.

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Do, Van Hai, and Van Tuan Mai. "Agent/Client Speech Identification for Mixed-Channel Conversation in Customer Service Call Centers." In 2020 International Conference on Asian Language Processing (IALP). IEEE, 2020. http://dx.doi.org/10.1109/ialp51396.2020.9310469.

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Do, Van Hai, and Van Tuan Mai. "Agent/Client Speech Identification for Mixed-Channel Conversation in Customer Service Call Centers." In 2020 International Conference on Asian Language Processing (IALP). IEEE, 2020. http://dx.doi.org/10.1109/ialp51396.2020.9310469.

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Kahn, Laura H., Onur Savas, Adamma Morrison, Kelsey A. Shaffer, and Lila Zapata. "Modelling Hybrid Human-Artificial Intelligence Cooperation: A Call Center Customer Service Case Study." In 2020 IEEE International Conference on Big Data (Big Data). IEEE, 2020. http://dx.doi.org/10.1109/bigdata50022.2020.9377747.

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Karni, Reuven, and Maya Kaner. "Knowledge-Based Design of Services With Application to an After-Sales Service Facility." In ASME 2008 9th Biennial Conference on Engineering Systems Design and Analysis. ASMEDC, 2008. http://dx.doi.org/10.1115/esda2008-59156.

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A service is a process comprising a series of more or less intangible activities that normally, but not always, take place in interactions between the customer and service employees and/or physical resources and goods and/or systems of the service provider, and provide solutions to customer problems. We define a service concept in terms of the components of the service package and translate the concept into its constituent parts, such as persons (owners, service providers, service supporters, experts, clients, consultants), tangibles (physical products or parts, facilities, amenities, equipment, furnishings, call center), intangibles (goals, service / external / information environments, service recovery, performance, feedback), and activities (functions, processes, procedures, events) — so that it can be designed, tested, and delivered. The range and diversity of service components is organized in a five-level taxonomy for services, whose major categories encompass customers, goals, inputs, outputs, processes, human operatives, physical and technological resources, information and knowledge, and the environment. This serves as a knowledge base for design, which is carried out through an unguided or guided search down the hierarchy, progressively selecting and incorporating categories, attributes and values into the evolving service concept. The procedure is illustrated through its application to an after-sales service facility.
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Arpasat, Poohridate, Parham Porouhan, and Wichian Premchaiswadi. "Improvement of call center customer service in a thai bank using disco fuzzy mining algorithm." In 2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015). IEEE, 2015. http://dx.doi.org/10.1109/ictke.2015.7368477.

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Chuchaimongkhon, Chenchira, Parham Porouhan, and Wichian Premchaiswadi. "A study to investigate time durations of a call center customer service using transition systems." In 2016 14th International Conference on ICT and Knowledge Engineering (ICT&KE). IEEE, 2016. http://dx.doi.org/10.1109/ictke.2016.7804104.

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Gustavsson, K. "Service time effects of distancing from the customer, a case study from the swedish emergency call center." In 2017 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM). IEEE, 2017. http://dx.doi.org/10.1109/ieem.2017.8289966.

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Jouini, Oualid, and Yves Dallery. "Real-Time Scheduling Policies for Multiclass Call Centers with Impatient Customers." In 2006 International Conference on Service Systems and Service Management. IEEE, 2006. http://dx.doi.org/10.1109/icsssm.2006.320776.

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Reports on the topic "Customer service call centres"

1

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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