Call Center Research Articles

Rotatividade de pessoas e os impactos na qualidade de serviço do call center: setor de telecomunicações

The Brazilian telecommunications market has undergone major changes in recent years, with investments to modernize and expand the network, and review processes with a strategy of outsourcing some areas. Among these areas is the telephone answering service, the new Call Center companies for the telemarketing service and customer service. Call Center companies have grown to become one of the main entrants to all the demands and complaints in the industry. Some of the complaints are the responsibility of Call Center companies and a turnover of their business can influence customer satisfaction. The present research had as objective to evaluate the reasons for the rotation of Call Center employees in the telecommunications sector. In this sense, interviews were conducted through questionnaires applied to two different groups. In the first group were interviewed managers to understand which more stressful operations, which can impact on the turnover of the Agents. The second group was composed by Call Center Agents that have the last ones directed. The main results of this study were: Agent satisfaction, salary motivation and flexibility in working hours, low turnover and high stress, failure to reach the goals. Motivational testing opportunities to reduce stress and turnover have not been proven as a once again in the quality of service provided.

Artificial Neural Network (ANN) in a Small Dataset to determine Neutrality in the Pronunciation of English as a Foreign Language in Filipino Call Center Agents

Artificial Neural Networks (ANNs) have continued to be efficient models in solving classification problems. In this paper, we explore the use of an A NN with a small dataset to accurately classify whet her Filipino call center agents’ pronunciations are neutral or not based on their employer’s standards. Isolated utterances of the
 ten most commonly used words in the call center were recorded from eleven agents creating a dataset of
 110 utterances. Two learning specialists were consulted to establish ground truths and Cohen’s Kappa was computed as 0.82, validating the reliability of the dataset. The first thirteen Mel-Frequency Cepstral Coefficients (MFCCs) were then extracted from each word and an ANN was trained with Ten-fold Stratified Cross Validation.
 Experimental results on the model recorded a classification accuracy of 89.60% supported by an overall F-Score
 of 0.92.

콜센터 8P 서비스 마케팅 믹스 제안: Platform Technology

콜센터 8P 서비스 마케팅 믹스 제안: Platform Technology

Caring Agent for the Call: The Lived Experience of Nurses as Call Center Agents

A number of registered nurses are working as call center agents instead of practicing their profession. This phenomenological inquiry aimed to understand and provide perspective on the lived experience of seven registered nurses, who worked as a call center agent for at least two years. Through intensive recorded interviews, the responses were initially clustered in ten. The initial five clusters were categorized into textural themes such a) ceasing opportunities vs chasing pavements; b) learning to adjust; c) deception and false images: seeing from inside out; d) reflection on the derailed career path ; e) self-fulfillment in the chosen path. The final five clusters were categorized into structural theme such as f) making ends meet; becoming the breadwinner; g) change vs tradition; h) gaining strength through challenges; i) eyes on the patient, ears on the phone; j) vulnerability of the strong. In conclusion, the lived experience of nurses working as call center agents provided self-fulfillment, through financial stability that enable them to provide for their family, personality and career growth, and the benefits received. They cope with the challenges encountered on this job by being competitive and having a strong personality, though two of the participants resorted to vices.

A Study of Job Satisfaction in a Call Centre with Special Reference to Pune in India

The purpose of this paper is to examine the significance of job satisfaction in call centre on employees. The approach implemented in this study was a quantitative research. This was conducted via self-designed questionnaire, based on critical analysis of the literature available on Job satisfaction in call centres. The findings suggest that high stress, odd working time, and work environment have a negative impact on employees’ job satisfaction. Health issues are created in the call centres. Although there have been many works presented on call centres over the years and the sector has matured, the business still seems to struggle with similar problems. In the wake of social media and other communication channels, call centres might have to go through changes. In order to progress managers must understand the value of their employee and their impact on the customer. The findings of this paper may contribute to employee or a manager working in the call centre environment who is interested in transforming their centres into customer contact centres, and improving circumstances for employees and customers. The research may also contribute the already existing literature.

Influence of Call Centers on Emerging Business Models and Practices

Call Centers have been an integral part of businesses operations, thereby providing organization contact points for the customers while facilitating changes and improvements of products and services offered by the organization. Call Centers give organizations the ability to extend their reach within their respective market space, which allows them to maintain lasting relationships with their environments, customers, and competitors providing time savings, cost savings, business continuity, strategic opportunities, sustainability, competitive advantage, and customer insight, on the products and services offered. As such, organizations are able to build Call Centers as integral business solutions, hence enhancing profitability and maneuverability within their market space. This study is conducted utilizing a phenomenological approach to qualitative research method that addresses (a) Innovation is one of the business models that create sustainable competitive advantage where organizations are gearing towards, to carve out or maintain market share (b) phenomenological approach used for this qualitative research (c) utilization of NVivo to create a thematic analysis of the results collected from interviews, case studies, observations, and other empirical studies (d) discuss the trends and impacts of call centers on business models and practices.

Are call centers sweatshops?

Are call centers sweatshops?

Exploring the influence of the human factor on customer satisfaction in call centres

The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study explores the different variables identified to obtain a nuanced analysis of the employee-related paths that lead to customer satisfaction in call centres. The study employs data from 109 call centres and utilises PLS for our exploratory purposes. Call centre managers should note that investing in HR practices will pay off in terms of improving the elusive phenomenon of customer satisfaction within call centres.

Book Review: Working the Phones: Control and Resistance in Call Centres by Jamie Woodcock

Book Review: <i>Working the Phones: Control and Resistance in Call Centres</i> by Jamie Woodcock

The Mediating Effects of Self-Efficacy and Organizational Commitment in the Relationship between Emotional Labor, Occupational Stress and Depression in a Call Center Counselor

본 연구는 콜센터 상담원의 감정노동과 직무스트레스가 우울수준에 미치는 영향관계에서 자기효능감 및 조직몰입의 매개효과를 경로분석을 통해 규명하고자 실시하였다. 조사대상은 D도시 4개의 콜센터에서 종사하고 있는 상담원 486명으로 하였다. 자료 수집은 2017년 1월 5일부터 1월 25일까지의 기간 동안에 구조화된 무기명 자기기입식 설문지를 사용하여 설문 조사하였다. 연구결과, 조사대상 상담원의 우울수준은 감정노동과 직무스트레스가 높은 군에서 유의하게 높게 나타났고, 자기효능감과 조직몰입이 낮은 군에서 유의하게 높게 나타났다. 변수 간의 상관관계는 우울수준과 감정노동, 직무스트레스는 양의 상관관계를 보인 반면, 자기효능감과 조직몰입과는 음의 상관관계를 보였다. 경로모형 분석결과, 우울수준에 감정노동과 직무스트레스는 긍정적인 영향을 주었고, 자기효능감과 조직몰입은 부정적인 영향을 주었다. 또한 자기효능감과 조직몰입은 감정노동과 우울수준을 낮추는 매개효과가 있었고, 조직몰입은 직무스트레스와 우울수준을 낮추는 매개효과가 있었다. 따라서 콜센터 상담원의 우울수준을 낮추기 위해서는 감정노동과 직무스트레스 요인을 낮추고, 자기효능감과 조직몰입을 높이기 위한 정신건강 중재안이 필요할 것으로 생각된다.

Kisan Call Centre Services to the Farming Community: An Analysis

Kisan Call Centre (KCC) is one of the major initiatives taken up by the Ministry of Agriculture and Farmers Welfare, Government of India to provide timely agriculture and allied sector information to the farming community through landline or mobile connection. The service is provided through a toll-free number of 1800-180-1551. Considering the importance of KCC, the research study was conducted in Mahaboobnagar District of Telangana State in India with a sample size of 90 farmers to find out and analyze benefits obtained by the farming community through Kisan Call Centre Services. The results revealed that maximum number of the respondents expressed that KCC advisory was able to save cost of cultivation and in forecasting the pest and disease outbreak in a particular region. The study also showed that farming experience, source of irrigation, contact with extension agencies, participation in extension methods, perception towards mobile phones in farming and innovativeness showed positive and significant relationship with the benefits obtained by respondents.

Justification for the Creation of a Client Services Call Center Based on Results of a Laboratory Staff Communication Survey and Review of Laboratory Medicine Fellow Call Log

Justification for the Creation of a Client Services Call Center Based on Results of a Laboratory Staff Communication Survey and Review of Laboratory Medicine Fellow Call Log

Efficiency, Productivity and Targets: The Gap between Ideology and Reality in the Call Centre

This article draws upon data from an ethnographic study of a UK call centre to investigate the claims of efficiency and productivity that underpin service occupations. Neoliberal ideology valorises competition, profitability and the free market, imperatives which filter down to organisational level and manifest as the pursuit of efficiency. The evidence in this paper highlights how the call centre’s quest for efficiency is undermined by inefficiencies that are inherent in management implementation of work routines designed to maximise efficiency. While management practice and automated work routines may not be efficient, they do generate specific outcomes; the oppression, abuse and domination of employees both in relation to conditions of employment and working conditions.

NIRSをマーケティングに活用する 事例2 コールセンター「良い対話」の評価

NIRSをマーケティングに活用する 事例2 コールセンター「良い対話」の評価

Performance and Competences in Call Centre: The Effect of Leadership Style

The purpose of the article is to investigate the relationships between leadership styles, management competence and performance levels of an organizational unit that is submitted to a leader’s formal authority. Drawing on leadership contingent theories, the work examines how leadership styles and management competence influence team performance of an organizational unit taking into account contextual factors. Our research is based on a qualitative investigation. As the case study approach refers to an in-depth study and investigation of a contemporary phenomenon within the real-life context, we set up a case study. The research has been performed in one of the call centres of an Italian telecommunication company.

Jamie Woodcock, Working the Phones: Control and Resistance in Call Centers

Le livre s’inscrit dans la « tradition methodologique » des workers’ inquiry, basees sur des enquetes aupres des travailleurs et des recits ouvriers. Dans cette perspective, l’auteur part de l’experience de conseillers en centre d’appels dans le but d’apprehender les processus a l’œuvre dans la transformation du travail (ici de service), de repertorier les differentes formes de resistance et de penser les conditions d’organisation d’une mobilisation de salaries precaires (contrat de travail a...

A Foresight on Perceived Supervisor Support, Job Conditions, Gender Differences and Perceived Organizational Support

The purpose of this research is to analyse the effect of perceived supervisor support, job conditions and gender differences on perceived organization support. Previous literature was explored, and accordingly research hypotheses were posed. Employees working in the call centres of the multinational mobile communication organizations were selected as the sample of the study. Interviews with Key personnel along with experts Human Resources professors were held prior to distributing the questionnaires with the objective of exploring the selected domain characteristics. Research questionnaire was developed using previously published, sound and reliable scales to measure the selected constructs. A total number of 700 self-administered questionnaires were distributed in Cairo and Giza governorates. Statistical analysis was conducted and the results showed a positive relationship between perceived supervisor support and perceived organization support, job conditions and perceived organization support and that females possessed higher levels of felt organization support compared to males. The discussion of results, managerial implications, and research limitations were explored based on the research findings.

콜센터 인입 콜량 예측을 위한 시계열 모델 비교 분석

콜센터 운영자의 중요한 의사결정 작업은 비용을 최소화하면서 콜을 응대 할 수 있는 상담 인력의 적정 수준을 결정하는 것이다. 이를 위해서는 정확한 인입 콜량을 예측하는 것이 선행되어야 한다. 하지만, 국내외에 이에 대한 연구는 많지 않고 실제 콜센터에서는 담당자의 경험과 직관에 의지한 단순한 계산 방법이 여전히 주로 사용되고 있다. 이에 본 연구에서는 콜량을 예측하기 위한 다양한 기법과 사례들을 조사하고 최적화된 모델을 개발하고 검증한다. 요소분해 모형, 평활화 모형, ARIMA모형, 회귀분석 모형, 인공신경망 기반의 예측 모델을 만들고, 실제 콜 센터 데이터를 활용하여 최적화된 예측 모델을 개발하고 효용성을 검증한다.

Research and Practice on Performance Test of Call Center Platform System

Call center is more and more closely linked with people's daily life. This paper analyzes the three major problems of call center service (cask effect, avalanche effect, cumulative effect), introduces the call center platform performance testing strategy, and uses the Sprint and SilkPerformer testing tools to test the call center platform. The experimental results show that, through the implementation of performance testing, can predict the processing ability of the call center system in real environment, the system will advance the problems exposed, positioning help problem solution.

Call Center Call Count Prediction Model by Machine Learning

Call Center Call Count Prediction Model by Machine Learning