Relevant bibliographies by topics / Telephone answering services automation

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Academic literature on the topic 'Telephone answering services automation'

Author: Grafiati
Published: 4 June 2021
Last updated: 4 February 2022

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Journal articles on the topic "Telephone answering services automation"

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Sun, Hao. "Openings of Chinese telephone service encounters." Chinese Language and Discourse 3, no. 2 (December 14, 2012): 200–227. http://dx.doi.org/10.1075/cld.3.2.03sun.

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Focusing on openings of telephone service encounters, this study utilizes two sets of comparable discourse data in Chinese collected in the same linguistic community more than a decade apart to explore discoursal style changes over time. The comparative analysis examines forms, tasks and discursive interaction of the opening phase oftelephone service encounters in Shanghai, China.Differences in opening routines over time are observed, which include the adoption of institutionalized, more elaborative expressions as well as increased range of interactional tasks performed (including greeting and business self-identification) in more recent data. The findings indicate that a shift may have taken place in business discursive practices in China; it is also suggested that the style of answering telephone calls by businesses or services, or first turn of Chinese telephone service encounters, may have been in the process of being reshaped, gaining certain distinctive institutional markers, thus making such interactions somewhat distinguishable from the pick-up style for non-institutional telephone interactions at home.
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Johnson, Jodien Matos, and Kathy Krey. "One Missed Call: Measure of Cell Phone Usage in an RDD Telephone Survey." Journal of Applied Social Science 2, no. 1 (March 2008): 104–15. http://dx.doi.org/10.1177/193672440800200109.

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Telephone products such as answering machines, caller-ID services, and cell phones simplify modern-day life yet present an increasing challenge for survey researchers. In particular, contact and response rates have suffered due to changes in telephone usage patterns. To understand the effect that these technologies have on our research center, we examine cell phones, whose growing presence stands to greatly impact survey research. Through an RDD telephone survey, we examined cell phone usage, screening behavior of unknown numbers, reactions to survey research, and incentives, as well as potential cell phone behavior. Our study revealed a high prevalence of cell phone usage even among those who also own a landline telephone. We found that overall data quality is not impacted, as simple weighting techniques ensure that our collected data are representative. However, this dual telephone usage and the increasing future use of cell phones are still potential challenges to our research institution.
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Deacon, Scott, Emma Dodd, and David Wynne-Jones. "Taking phonership: an initiative to improve telephone access for patients receiving services at a dental hospital in the UK." BMJ Leader 4, no. 4 (September 24, 2020): 189–95. http://dx.doi.org/10.1136/leader-2019-000133.

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BackgroundAt Bristol Dental Hospital, we received almost 5000 calls per week, and we were not answering over 60% of these. This led to numerous informal complaints from frustrated patients and families to clinicians and administrative staff, reducing patient experience and affecting staff morale.MethodWe set up a Task and Finish group with clinical and managerial leadership using staff engagement and a clear message to improve our performance. We agreed metrics and feedback to administrative teams about weekly performance.ResultsCalls received fell from nearly 5000 calls per week to under 3000. Calls answered when available; we term ‘when available’ to indicate during standard operating hours when the line is not already occupied. During core hours call answering improved significantly from around 35% to over 75%. Complaints have dropped significantly in the same time period.ReflectionsEffective leadership with staff engagement has improved telephony at a dental hospital in the UK significantly. This initiative has been adopted by other areas in the Trust and helped inform good practice around the Trust.
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Lalić, Dejan, Mirko Sajić, Željko Vidović, Goran Kuzmić, Dušanka Bundalo, and Zlatko Bundalo. "APPLICATION OF WEB BASED TECHNOLOGIES FOR IMPLEMENTATION OF AUTOMATED SMART CITY SERVICES." Facta Universitatis, Series: Automatic Control and Robotics 20, no. 1 (April 14, 2021): 043. http://dx.doi.org/10.22190/fuacr210111004l.

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The paper considers, proposes and describes possibilities and methods to solve problems in providing services in smart cities, where citizens have to appear in person in the city or municipality premises or at the teller/counter of the institution. In this way, by using information and telecommunication technologies, Web based solutions and Internet, citizens obtain services online, from their homes or working places, using all types of their PC equipment or smart mobile telephone, and do not waste their time in the city or municipality premises. Their contacts are also reduced, which is very important in the context of actual Corona virus pandemic. The services are provided and charged automatically and online. No cash is used, which is also a potential carrier of the Corona virus. The proposed method and proposed solution are based on application of the specially developed algorithm for service automation, developed and implemented adequate software application and designed hardware solution that fully supports the software solution and the process of service delivery automation. The proposed system decreases costs and increases availability, quality and speed of services realization in smart cities and municipalities. Also, the proposed solution uses reliable methods for identification and authentication of a person using a service. For identification are used pictures, taken by a Web camera or a smart mobile telephone, of an identity document and of the face of the user and appropriate software for text and face recognition.
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Ojeka, Stephen A., and O. Ailemen Ikpefan. "Electronic Commerce, Automation and Online Banking in Nigeria." International Journal of Innovation in the Digital Economy 3, no. 1 (January 2012): 11–26. http://dx.doi.org/10.4018/jide.2012010102.

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Electronic banking has been around for some time in the form of automatic teller machines and telephone transactions. More recently, it has been metamorphosed by the Internet with a new look and delivery channel for banking services that benefits both customers and banks. The objective of this paper is to find out the correlation between the anticipated benefits/challenges and encountered benefits/challenges. This paper empirically adopted the use of survey research to explore in quantitative terms the various challenges and benefits e-business poses to Nigerian businesses, with particular reference to Banking and Finance Industry. It was found out that there is a statistically significant difference between the anticipated and encountered benefits and major challenges in the potential security breaches faced by the customers. Constant training of employees both local and international on new development in online trading should be encouraged.
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Sahfitri, Vivi. "SISTEM INFORMASI PENJUALAN DENGAN MENERAPKAN METODE SALES FORCE AUTOMATION." Jurnal Ilmiah Matrik 20, no. 3 (January 10, 2019): 214–23. http://dx.doi.org/10.33557/jurnalmatrik.v20i3.469.

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The sales process is the most important part of the product manufacturer or the company being ditributor. Conventional sales system by the way telephone or consumer come directly to know the available or not the product needed to make consumers should take the time to do that. Such conditions can also lead to consumer dissatisfaction especially if the desired item is unavailable. Dissatisfaction with customer service can affect the indication of declining sales turnover. For that, the company needs a website-based sales information system that can be accessed by consumers anytime and anywhere so that it can expand its marketing area, and can facilitate salespeople to conduct promotions to Community. This research produces the sales information system by implementing a sales Force Automation (SFA) method which is expected to maximize the sales and focus of services to customers.
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Morrow, Daniel G., Von O. Leirer, Lisa M. Carver, and Elizabeth Decker Tanke. "Message Repetition Improves Older and Younger Adult Memory for Appointment Information: Implications for Automated Telephone Messaging." Proceedings of the Human Factors and Ergonomics Society Annual Meeting 41, no. 2 (October 1997): 1367. http://dx.doi.org/10.1177/1071181397041002141.

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Automated telephone messaging systems have dramatically expanded communication about health services. However, few studies have investigated the design of these messages. Our earlier research examined the impact of organization and length on age differences in memory for appointment messages delivered by an automated telephone messaging system. The present study investigated if message repetition (0, 1, 2 repetitions) improved older (mean age=71) and younger (mean age=19) adult memory for appointment messages that varied in length. One message repetition reduced age differences for answering questions about the messages, but did not reduce age differences for a free recall measure, suggesting that older adults only took differential advantage of increased presentation time when they were also provided additional retrieval support. Younger but not older participants also benefitted from a second repetition of the messages. Younger adults may better monitor ongoing comprehension and gauge what additional processing is needed to take advantage of repeated presentations. The present findings show that older as well as younger adults benefit from at least one repetition of appointment messages delivered by an automated message system, suggesting that repetition can be an important feature of automated telephone messaging systems for both older and younger clients.
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Ebert, Jonas Fynboe, L. Huibers, Bo Christensen, Helle Collatz Christensen, and Morten Bondo Christensen. "Does an emergency access button increase the patients’ satisfaction and feeling of safety with the out-of-hours health services? A randomised controlled trial in Denmark." BMJ Open 10, no. 9 (September 2020): e030267. http://dx.doi.org/10.1136/bmjopen-2019-030267.

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ObjectiveTo investigate if the option to bypass the telephone queue can increase satisfaction and feeling of safety in callers.DesignRandomised controlled parallel superiority trial. Data from questionnaire survey.SettingTwo out-of-hours (OOH) services in Denmark.Participants217 510 citizens who called the OOH services between 4 September 2017 and 30 November 2017.RandomisationTwo-faze study period: First half with randomisation of participants based on their date of birth; even date randomised to intervention, uneven date randomised to control group. Second half with all participants included in intervention group.InterventionProviding randomised callers (intervention group n=146 355) with the option to bypass the telephone waiting line through an emergency access button (EAB), while the rest got the normal service (control group n=71 155). All EAB users were invited to a questionnaire survey as well as random participants who did not use the EAB (of whom approximately 50% did not have the EAB option).Main outcome measuresSatisfaction and feeling of safety in callers.Results2208 of 6704 (32.9%) invited callers answered the questionnaire (intervention group n=1415 (users n=621, non-users n=794); control group n=793). The OR for answering in the two categories with highest satisfaction when provided with the EAB option was 1.34 (95% CI 1.07 to 1.68) for satisfaction with the waiting time, 1.21 (95% CI 0.91 to 1.60) for overall satisfaction and 1.46 (95% CI 1.12 to 1.89) for feeling of safety. Approximately 72% (441/621) of EAB users reported that the EAB option increased their feeling of safety with the OOH services ‘to a high degree’ compared with 25% (197/794) of callers who had the EAB option without using it.ConclusionsThe EAB can provide fast access to OOH telephone advice in case of severe illness. It favours citizens perceived in most need of urgent healthcare and significantly increases both feeling of safety and patient satisfaction.Trial registration detailsNCT02572115 (5 October 2015).
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Moss, Eileen. "An audit comparing telephone reviews to standard face-to-face consultations within child and adolescent mental health services at Massereene House." BJPsych Open 7, S1 (June 2021): S93. http://dx.doi.org/10.1192/bjo.2021.281.

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AimsThis audit was carried out in response to the Coronavirus pandemic. The COVID-19 pandemic has forced many teams to review how they provide care to their patients. Due to attempting to reduce the spead of COVID-19, the Child and Adolescent Mental Health Service within the Northern Health and Social Care Trust largely switched to telephone reviews instead of face-to-face reviews for non-urgent outpatient appointments from March 2020 onwards. The aim of this audit was to establish whether or not service users found telephone reviews to be as useful and therapeutic as the previous standard face-to-face reviews.MethodA questionnaire was used to assess opinions on telephone reviews. Those who were answering the questions were asked to rate their answers on the following scale: “not at all”, “a little”, “somewhat” or “a great deal”. There was an “any other comments” section at the end where service users could give detailed opinions on how successful they thought telephone reviews were. A sample of twenty patients was involved. This cohort of twenty patients was a mixture of ten ADHD reviews and ten medication reviews. The audit was conducted by one person and this was done via the telephone.ResultFor questions one to four (which will be fully outlined in the poster), the most popular category chosen was “somewhat” and this indicates that the majority of patients found telephone reviews somewhat better than face-to-face appointments. For question five (which was- “Overall, was the help you received good?”), 80% of service users stated that the help that they received was “a great deal” better than the help that they had received at previous face-to-face appointments. Lastly, for question six (which was- “If a friend or family member needed similar help, would you recommend that they are phoned by our service?”), 80% of service users said that they would recommend our service “a great deal” to family members or friends.ConclusionGenerally the feedback was positive for the telephone reviews. However, some still outlined a preference for face-to-face reviews. There may have been bias in this audit as it was the same doctor who did the telephone reviews as conducted the audit. To conclude, telemedicine is likely to become more popular in the future especially as the Coronavirus pandemic is still currently a worldwide problem therefore it is important to explore how service users feel about this as a way of communicating with the clinicians who are treating them.
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Cornell, James. "Tailor-Made Messages: Astronomical Information for Diverse Audiences." International Astronomical Union Colloquium 98 (1988): 223–24. http://dx.doi.org/10.1017/s0252921100093210.

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The SAO offers a wide range of public-relations services. For example, research results may be transmitted, via reporters, to newspapers or television stations. More direct approaches include “Observatory Nights”, special events for children, series of popular lectures, and publication of lecture series as popular books. Television, radio and film are used whenever possible to provide information about general and specific events. Standard information packages answer many of the 5000 written requests received annually. Day-to-day queries are handled (in part) by an automatic telephone answering service. At the SAO’s Whipple Observatory in Arizona (site of the MMT), visits are by guided bus tours from the foot of the mountain 18 miles (32.5 km) away. Concrete pads have been installed at the base-camp for the use of amateur astronomers – perhaps the only amateur observing site connected with a major U.S. observatory.
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Dissertations / Theses on the topic "Telephone answering services automation"

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Mathoho, Evelinah. "Cultural differences in using a telephone answering machine : views on conveying information or maintaining relationships." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/1989.

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Gran, Betty Jean. "A study of language attitudes in Hong Kong Cantonese speakers' response to English and Cantonese on the telephone /." Click to view the E-thesis via HKUTO, 1987. http://sunzi.lib.hku.hk/hkuto/record/B31949034.

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Gran, Betty Jean. "A study of language attitudes in Hong Kong: Cantonese speakers' response to English and Cantonese on thetelephone." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1987. http://hub.hku.hk/bib/B31949034.

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Van, Leeuwen Gysbert Floris Van Beek. "A Speech recognition-based telephone auto-attendant." Diss., 2002. http://hdl.handle.net/2263/29510.

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This dissertation details the implementation of a real-time, speaker-independent telephone auto attendant from first principles on limited quality speech data. An auto attendant is a computerized agent that answers the phone and switches the caller through to the desired person's extension after conducting a limited dialogue to determine the wishes of the caller, through the use of speech recognition technology. The platform is a computer with a telephone interface card. The speech recognition engine uses whole word hidden Markov modelling, with limited vocabulary and constrained (finite state) grammar. The feature set used is based on Mel frequency spaced cepstral coefficients. The Viterbi search is used together with the level building algorithm to recognise speech within the utterances. Word-spotting techniques including a "garbage" model, are used. Various techniques compensating for noise and a varying channel transfer function are employed to improve the recognition rate. An Afrikaans conversational interface prompts the caller for information. Detailed experiments illustrate the dependence and sensitivity of the system on its parameters, and show the influence of several techniques aimed at improving the recognition rate.
Dissertation (MEng (Computer Engineering))--University of Pretoria, 2006.
Electrical, Electronic and Computer Engineering
unrestricted
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"Modelling and forecasting the telephone services application calls." 1998. http://library.cuhk.edu.hk/record=b5889633.

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by Moon-Tong Chan.
Thesis submitted in: December 1997.
Thesis (M.Phil.)--Chinese University of Hong Kong, 1998.
Includes bibliographical references (leaves 123-124).
Abstract also in Chinese.
Chapter Chapter 1 --- Introduction --- p.1
Chapter 1.1 --- The Data Set --- p.8
Chapter Chapter 2 --- The Box-Jenkins Time Series Models --- p.15
Chapter 2.1 --- The White-noise Process --- p.16
Chapter 2.2 --- Stationarity of Time Series --- p.17
Chapter 2.3 --- Differencing --- p.19
Chapter 2.4 --- Seasonal ARIMA Models - SARIMA Models --- p.20
Chapter 2.5 --- Intervention Models --- p.22
Chapter 2.6 --- The Three Phases of ARMA Procedure --- p.24
Chapter Chapter 3 --- Seasonal ARMA Models with Several Mean Levels --- p.38
Chapter 3.1 --- Review of Linear Models --- p.40
Chapter 3.1.1 --- Method of Weighted Least Squares --- p.41
Chapter 3.2 --- The Proposed Model --- p.41
Chapter 3.2.1 --- The Weightings --- p.43
Chapter 3.2.2 --- Selection of Submodels --- p.45
Chapter 3.2.3 --- Estimation of Model (3.4) --- p.46
Chapter 3.3 --- Model Adequacy Checking --- p.55
Chapter 3.3.1 --- Checking of Independence of Residuals --- p.56
Chapter 3.3.2 --- Checking of Normality of Residuals --- p.58
Chapter 3.4 --- Forecasting --- p.62
Chapter Chapter 4 --- Comparison --- p.77
Chapter 4.1 --- Similarities and Differences Between the Two Models --- p.78
Chapter 4.2 --- Model Comparative Criterion --- p.81
Chapter 4.2.1 --- Model Fitting Comparison --- p.82
Chapter 4.2.2 --- Model Forecasting Comparison --- p.83
Chapter 4.3 --- Conclusion --- p.90
Chapter 4.4 --- Generation of Predicted Hourly Calls --- p.91
Chapter 4.5 --- Extension --- p.92
Appendix A --- p.97
Appendix B --- p.105
Appendix C --- p.122
References --- p.123
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"Telephone banking service in Hong Kong." Chinese University of Hong Kong, 1994. http://library.cuhk.edu.hk/record=b5888063.

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by Chan Kit Ping, Wendy.
Includes questionnaire in Chinese.
Thesis (M.B.A.)--Chinese University of Hong Kong, 1994.
Includes bibliographical references (leaves 50-52).
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iv
LIST OF FIGURES --- p.vi
LIST OF TABLES --- p.vii
ACKNOWLEDGEMENT --- p.viii
Chapter
Chapter I. --- INTRODUCTION --- p.1
Chapter II. --- FACTORS THAT CONTRIBUTE TO THE DEVELOPMENT OF TELEPHONE BANKING SERVICE IN HONG KONG --- p.7
High Telephone Usage in Hong Kong --- p.7
Telephone Banking Service as Differentiation Weapon --- p.8
Hectic Life Style of Hong Kong People --- p.8
High Property Prices in Hong Kong --- p.8
Labor Shortage in Hong Kong --- p.9
Chapter III. --- INDUSTRY REVIEW --- p.10
Development of Telephone Banking Service in Hong Kong --- p.10
Procedure of Using Telephone Banking Service --- p.12
Variants of Telephone Banking Services --- p.16
Chapter IV. --- LITERATURE REVIEW --- p.20
Adoption of a Service Innovation --- p.21
Adoption of New Banking Technology --- p.21
Hypotheses Setting --- p.25
Chapter V. --- RESEARCH METHOD --- p.27
Research Information Needed --- p.27
Research Design --- p.29
Demographic Characteristics of the Sample --- p.33
Chapter VI. --- RESEARCH ANALYSIS --- p.34
Awareness of Telephone Banking Service in Hong Kong --- p.34
Way of Learning about Telephone Banking Service --- p.34
Adoption of the Service --- p.35
Reasons for Using the Service --- p.35
Frequency of Using Telephone Banking Services --- p.36
Most Frequently Used Services --- p.36
Satisfaction Level of Users --- p.37
Reasons for Not Using the Service --- p.37
Attitude Towards Telephone Banking Service --- p.37
Psychographic Characteristics of Users vs Non-users --- p.38
Chapter VII. --- RECOMMENDATIONS --- p.40
Ways to Recruit New Users --- p.40
Ways to Encourage More Usage from Existing Users --- p.43
Operational Recommendations --- p.44
Chapter VIII. --- LIMITATIONS AND SUGGESTIONS --- p.46
Questionnaire Setting --- p.45
Sample Size --- p.47
The Use of Personal Questions --- p.48
Suggestions for Future Researches --- p.48
BIBLIOGRAPHY --- p.50
APPENDIX --- p.53
Questionnaire --- p.53
Figures 1-13 --- p.63-80
Tables 1-13 --- p.81-93
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Books on the topic "Telephone answering services automation"

1

Newton, Lisa. How to start and run a telephone answering service. London: Boogles Ltd., 2013.

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Izor, Catherine M. Staff training and recognition program: Communication and telephone skills (S1303). Dubuque, Iowa: Kendall/Hunt Pub. Co., 2002.

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Research Conference (1st 1985 Reston, Va.). First Annual Research Conference, March 20-23, 1985, Sheraton International Conference Center, 11810 Sunrise Valley Drive, Reston, Virginia: Proceedings. [Washington, D.C.]: U.S. Dept. of Commerce, Bureau of the Census, 1985.

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Chasing The Dime. Boston: Little, Brown and Company, 2002.

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Chasing the dime: A novel. Boston: Little, Brown and Co., 2002.

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Connelly, Michael. Chasing the dime. London: BCA, 2002.

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Connelly, Michael. Chasing the dime: A novel. Boston: Little, Brown and Co., 2002.

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Connelly, Michael. Chasing the dime. New York, NY: Warner Vision Books, 2003.

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Chasing the Dime. New York: Little, Brown and Company, 2002.

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Office, General Accounting. Social security: Restoration of telephone access to local SSA offices : fact sheet for congressional committees. Washington, D.C: The Office, 1991.

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