Capability development in knowledge intensive IT enabled services

Abstract

Most of the call centre literature discusses cases where the customer support task is routine and low in complexity. Call centres are considered to be modern equivalents of factory sweatshops in this literature. Technical support, however, is an example of a knowledge intensive support service. The article presents a case study of a call centre providing remote technical support and illustrates the nature of capabilities required for consistent service performance. The practices adopted at this technical support call centre do not confirm to the sweatshop stereotype mentioned in the literature.