Contact Center Research Articles

The Relationship between Psychological Contracts and Job Satisfaction with Turnover Intention at PT. X Contact Center Service Division

Humans are selective resources in choosing jobs and developing careers, if they are uncomfortable and there is no development at work, HR will decide or leave work. The purpose of this study is to ascertain the relationship between psychological contracts and job satisfaction and intention to leave PT.X Contact Center Services. 72 PT.X Contact Center Services personnel served as the study's sample. The Major Hypothesis is supported by the findings of the experiment assessing the impact of psychological contracts (X1) on turnover intention. This indicates that psychological contracts and the intention to leave the company are positively and significantly related. The major hypothesis is disproved, and the minor hypothesis is accepted, according to the findings of the experiment investigating the impact of job satisfaction (X2) on turnover intention. Accordingly, the intention of employees to leave their jobs is lower the higher their level of job satisfaction.

ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN JASA PENYEDIAAN CONTACT CENTER PADA PT ABC

In knowing and measuring the level of good acceptance by respondents in the provision of contact center services by PT. ABC and how far the relationship between the provision of contact center services to the interests of customers. Mainly to find out how successful the services are provided and to create a positive image for the company. Satisfactory service, it will be one of the factors that encourage customers to want to use the service again. This study uses a questionnaire to measure the level of customer satisfaction which is implemented using the customer satisfaction index (CSI) method in producing a customer satisfaction index in the provision of contact center services. Samples taken by distributing questionnaires were categorized in terms of importance and customer satisfaction. The results showed that the customer satisfaction index reached 83% based on the criteria for the level of satisfaction, so this number indicates that the customer is very satisfied.

Internal Audit Process in eHealth

Background Internal audit operates within international professional practices established by the Institute of Internal Auditors (IIA). It contains an independent role from the organizational structure and represents the third line of defense in the implemented model of government, risk management, and internal control. Internal audit provides reasonable safety regarding the quality of the processes, including reporting to management about internal control and risk management. Objective Internal control processes and risk management in the scope of the processing of calls and the charging of the outsourcing company. Formulate recommendations for performance improvement in the ambit of health policies. Methods For its fulfilment, this work was based on international norms for professional practice in Internal Audit. The risk management methodology – COSO ERM (Enterprise Risk Management – Integrating with Strategy and Performance) and COSO (Internal Control – Integrated Framework) were also used for the analysis of internal control. Results There were identified two risks of operational nature and internal origin, two risks of a strategic nature related to the market, and three risks of a technological nature. Conclusions The recommendations described in the report are based on the relationship between public and health policies that have gained importance in recent years with the Covid-19 pandemic, since the beginning of 2020, accelerating the digital transition process in Portugal. Contributing to outstanding dissemination of Teleconsultations, technological development and privileging paperless recipes, meeting the guidelines for EU Digitization by 2030. What is already known on this topic? The European Commission sees eHealth as a priority and encourages the creation of a global strategy in the countries of the European Union, with the objective of developing the transformation, the Telehealth Contact Center sorting system has been optimized with the introduction of Artificial Intelligence in the branching of the algorithms and in the conclusion diagnosis. Main contribution to Evidence-Based Practice In the current context, with the growing tendency to health digitalization and the market potential in telehealth, the role of internal audit has been gaining an indispensable position in the success of a company, fomenting quality and rigor in decision making. In this way, internal audit is capable of significatively contributing to risk reduction and the improvement of management quality, converting itself into lucrative processes for the company. Implications for healthcare practice The relation between the diagnosed risks and the improvement recommendations allowed the correlation of internal policies with public health which sustains the sector.

Hyperparameter Black-Box Optimization to Improve the Automatic Classification of Support Tickets

User requests to a customer service, also known as tickets, are essentially short texts in natural language. They should be grouped by topic to be answered efficiently. The effectiveness increases if this semantic categorization becomes automatic. We pursue this goal by using text mining to extract the features from the tickets, and classification to perform the categorization. This is however a difficult multi-class problem, and the classification algorithm needs a suitable hyperparameter configuration to produce a practically useful categorization. As recently highlighted by several researchers, the selection of these hyperparameters is often the crucial aspect. Therefore, we propose to view the hyperparameter choice as a higher-level optimization problem where the hyperparameters are the decision variables and the objective is the predictive performance of the classifier. However, an explicit analytical model of this problem cannot be defined. Therefore, we propose to solve it as a black-box model by means of derivative-free optimization techniques. We conduct experiments on a relevant application: the categorization of the requests received by the Contact Center of the Italian National Statistics Institute (Istat). Results show that the proposed approach is able to effectively categorize the requests, and that its performance is increased by the proposed hyperparameter optimization.

UKRAINE’S SOCIAL SERVICE MARKETING SYSTEM AS A TOOL OF SUPPORT MANAGEMENT DECISIONS IN WARTIME

With the aid of state institutions, which are responsible for processing, quick responses to, and issuing requests for additional assistance in resolving weighty matters, effective engagement between the public and the executive authorities should be carried out during times of war. The purpose of the study is to demonstrate the value of citizen-government contact during a war by evaluating cost of Government Contact Center services. The challenging research objectives were resolved using techniques including basic statistical analysis, comparison, content-analysis of secondary data, observation, and generalization. The economic value of interaction between citizens and executive authorities through the use of the services of the state institution Government Contact Center was substantiated.

Clinical Screening Prediction in the Portuguese National Health Service: Data Analysis, Machine Learning Models, Explainability and Meta-Evaluation

This paper presents an analysis of the calls made to the Portuguese National Health Contact Center (SNS24) during a three years period. The final goal was to develop a system to help nurse attendants select the appropriate clinical pathway (from 59 options) for each call. It examines several aspects of the calls distribution like age and gender of the user, date and time of the call and final referral, among others and presents comparative results for alternative classification models (SVM and CNN) and different data samples (three months, one and two years data models). For the task of selecting the appropriate pathway, the models, learned on the basis of the available data, achieved F1 values that range between 0.642 (3 months CNN model) and 0.783 (2 years CNN model), with SVM having a more stable performance (between 0.743 and 0.768 for the corresponding data samples). These results are discussed regarding error analysis and possibilities for explaining the system decisions. A final meta evaluation, based on a clinical expert overview, compares the different choices: the nurse attendants (reference ground truth), the expert and the automatic decisions (2 models), revealing a higher agreement between the ML models, followed by their agreement with the clinical expert, and minor agreement with the reference.

Effectiveness of Med-education Training for the Contact Centre Team of Health Net Global (Apollo Hospitals)

Introduction: Healthcare contact centres receive calls of different nature (Appointments related, Diagnostics, Treatment, Surgeries and General health Enquiries etc.,) and the majority of the agents working in these centres come from non-medical backgrounds. This knowledge gap can be bridged by providing structured medical education training to the contact centre agents. Aim/Objectives: The aim of this study is to evaluate the effectiveness of providing medical education training to contact centre agents in order to reduce the knowledge gap and improve their ability to assist callers with medical issues. Method: Standardized medical education training was provided to contact centre agents in the form of lecture videos. A survey and summative evaluation were conducted to assess the agents’ learning outcomes and satisfaction. Result: The survey results indicated that the medical education training provided to the contact centre agents was beneficial and helped them to better assist callers with medical issues. However, some areas for improvement were also identified. Conclusion: The provision of structured medical education training to contact centre agents can reduce the knowledge gap and improve their ability to assist callers with medical issues. The results of this study indicate that this training can be beneficial and sustainable, with potential for growth in the market.

Call rating based on objective data extraction

Interaction channels are special opportunities to improve customer satisfaction by offering a consistent problem-solving experience. Contact center employees are the link between the company and the customer. They are responsible for maintaining an appropriate relationship between the company and the customer. So, they are personally responsible for the customer experience. In this paper, we present an objective evaluation method for evaluating customer-agent interaction, i.e., evaluating the effectiveness of the realization of customer requests from calls. The evaluation method is automatic and does not depend on the relationship between the call center manager and the employees. The motivation for evaluating calls stems from the key performance characteristics of a contact center, of which we particularly emphasize service time, first call resolution, handling time, and others.

Analysis of Point Contact Isothermal Elastohydrodynamic Lubrication Characteristics of a New Type of Trigeminal Universal Coupling for Automobile

This thesis designed a new type of trigeminal universal coupling structure that changes the original surface contact sliding friction into point contact rolling friction. We analyzed the characteristics of isothermal elastohydrodynamic lubrication to ensure new construction on the drive shaft stability, reliability, and durability. First, we established a contact model of the improved new structure and analyzed the isothermal elastohydrodynamic characteristics of the point contact. Then we studied the input shaft frequency, load, deflection angle, and lubrication characteristics. Research indicated that the other being equal, the faster the input shaft frequency could lead to a thicker oil film, a higher oil film pressure, and a higher secondary pressure peak. The higher load could cause the thinner oil film thickness, the lower oil film pressure, the later position where the pressure begins to increase, and the less obvious second pressure peak. The greater deflection angle could bring about the thicker oil film thickness, the higher oil film pressure, the earlier position where the pressure began to increase, and the earlier position at which the secondary pressure peak was located. This phenomenon was more pronounced in the contact center area.

Resilience Optimization of Contact Centre under Emergencies

Resilience Optimization of Contact Centre under Emergencies

Information system for managing the register of serialized items based on a cloud service for enterprise economic development

This article describes the development of an information system for managing the register of serialized items based on a cloud service. Cloud services provide the ability to access computer equipment, hardware resources, disk memory and databases via the Internet in a remote format. The developed information system belongs to the type of information retrieval system. Examples of cloud services include: renting a virtual server; virtual contact center; application rental; data store; private cloud. For development, you need to use the services of cloud services for renting a virtual server.

Negotiating limits on algorithmic management in digitalised services: cases from Germany and Norway

Artificial intelligence (AI)-based algorithms are increasingly used to monitor employees and to automate management decisions. In this article, we ask how worker representatives adapt traditional collective voice institutions to regulate the adoption and use of these tools in the workplace. Our findings are based on a comparative study of union and works council responses to algorithmic management in contact centres from two similar telecommunications companies in Germany and Norway. In both case studies, worker representatives mobilised collective voice institutions to protect worker privacy and discretion associated with remote monitoring and workforce management technologies. However, they relied on different sources of institutional power, connected to co-determination rights, enforcement of data protection laws, and labour cooperation structures.

Planar Sections of a Surface Close to an Umbilic

We study the intersection between a smooth algebraic surface with an umbilic point and a plane parallel and close to the tangent plane at the umbilic. The problem has its origin in the study of isophote (equal illumination) curves in a 2-dimensional image. In particular, we study the circles which have exceptional tangency to this intersection curve: ordinary tangency at one point and osculating at another; ordinary tangency at three points; and 4-point tangency at a vertex. The centres of circles having ordinary tangency at two points trace out a curve whose closure is the symmetry set of the intersection curve, and the exceptional circles above give respectively cusps, triple crossings and endpoints of this set. We analyse the curves traced out by the contact points and centres of the exceptional circles as the plane approaches the tangent plane at the umbilic. We also briefly discuss the global structure of the symmetry set by means of a typical example.

One-year impact of a multicomponent, street-level design intervention in Mexico City on pedestrian crashes: a quasi-experimental study

BackgroundMexico City implemented the Pasos Seguros programme to prevent pedestrian injuries and deaths at dangerous road intersections, which included street-level design changes, such as visible pedestrian crossings, sidewalk widening, refuge...

Method of analyzing coating structure under conical concave contact

The evaluation of mechanical performance for a coating structure is important in the fields of mechanics and materials. The exact solutions of the contact mechanics for transversely isotropic elasticity coating structures under conical concave contact are presented in this paper. Based on the Green's function of semi-infinite bodies, the Green's function of coating structure is obtained with mirror image method. The exact solutions obtained indicates the displacement and stress at any position of the coating, substrate, and interface, which provide the code basis for the analysis of interface failure and determination of material parameters in numerical analysis software. This paper presents exact solutions in the elastic stage, and there are stress singularities in the contact center and contact boundary, which provide a reference for future research on the relationships between stress singularities and plastic mechanical behavior.

Feasibility of a theory-based intervention to reduce sedentary behaviour among contact centre staff: the SUH stepped-wedge cluster RCT

Background Sedentary behaviour is linked to increased risk of type 2 diabetes, cardiovascular disease, musculoskeletal issues and poor mental well-being. Contact (call) centres are associated with higher levels of sedentary behaviour than other office-based workplaces. Stand Up for Health is an adaptive intervention designed to reduce sedentary behaviour in contact centres. Objectives The objectives were to test the acceptability and feasibility of implementing the intervention; to assess the feasibility of the study design and methods; to scope the feasibility of a future health economic evaluation; and to consider the impact of COVID-19 on the intervention. All sites received no intervention for between 3 and 12 months after the start of the study, as a waiting list control. Design This was a cluster-randomised stepped-wedge feasibility design. Setting The trial was set in 11 contact centres across the UK. Participants Eleven contact centres and staff. Intervention Stand Up for Health involved two workshops with staff in which staff developed activities for their context and culture. Activities ranged from using standing desks to individual goal-setting, group walks and changes to workplace policies and procedures. Main outcome measures The primary outcome was accelerometer-measured sedentary time. The secondary outcomes were subjectively measured sedentary time, overall sedentary behaviour, physical activity, productivity, mental well-being and musculoskeletal health. Results Stand Up for Health was implemented in 7 out of 11 centres and was acceptable, feasible and sustainable (objective 1). The COVID-19 pandemic affected the delivery of the intervention, involvement of contact centres, data collection and analysis. Organisational factors were deemed most important to the success of Stand Up for Health but also the most challenging to change. There were also difficulties with the stepped-wedge design, specifically maintaining contact centre interest (objective 2). Feasible methods for estimating cost-efficiency from an NHS and a Personal Social Services perspective were identified, assuming that alternative feasible effectiveness methodology can be applied. Detailed activity-based costing of direct intervention costs was achieved and, therefore, deemed feasible (objective 3). There was significantly more sedentary time spent in the workplace by the centres that received the intervention than those that did not (mean difference 84.06 minutes, 95% confidence interval 4.07 to 164.1 minutes). The other objective outcomes also tended to favour the control group. Limitations There were significant issues with the stepped-wedge design, including difficulties in maintaining centre interest and scheduling data collection. Collection of accelerometer data was not feasible during the pandemic. Conclusions Stand Up for Health is an adaptive, feasible and sustainable intervention. However, the stepped-wedge study design was not feasible. The effectiveness of Stand Up for Health was not demonstrated and clinically important reductions in sedentary behaviour may not be seen in a larger study. However, it may still be worthwhile conducting an effectiveness study of Stand Up for Health incorporating activities more relevant to hybrid workplaces. Future work Future work could include developing hybrid (office and/or home working) activities for Stand Up for Health; undertaking a larger effectiveness study and follow-up economic analysis (subject to its success); and exploring organisational features of contact centres that affect the implementation of interventions such as Stand Up for Health. Trial registration This trial is registered as ISRCTN11580369. Funding This project was funded by the National Institute for Health and Care Research (NIHR) Public Health Research programme and will be published in full in Public Health Research; Vol. 10, No. 13. See the NIHR Journals Library website for further project information.

“If we Throw the Roma out of the Tent, we Throw Jesus out of the Tent”: Reflections on the Role of Religious Actors in Roma Inclusion in Oslo, Norway

Abstract This article presents reflections on Roma inclusion in the context of intra-European mobility. It begins with accounts of visits to two religious actors running centres providing humanitarian assistance, social services, and opportunities to exercise religion to Roma and other migrants in Oslo, Norway: the Lutheran Church City Mission welcoming Roma migrants as guests in the City Mission Centre at Tøyen Church and the Pentecostal organisation Evangeliesenteret, where Roma migrants receive food and participate in religious gatherings at the Contact Centre. The article reflects on the modes of inclusion represented in these two accounts in relation to three different approaches to inclusion: EU Roma policy, the work of the German sociologist Niklas Luhmann, and diaconal theology. The article ends with reflections on what inclusion might mean in the context of intra-European Roma mobility.

In-situ measurement of the meniscus at the entry and exit of grease and oil lubricated rolling bearing contacts

The lubricant inlet meniscus in a rolling element bearing acts as a reservoir that feeds the elastohydrodynamic contact, resulting in a sufficiently thick film to avoid wear. A shortening and/or thinning of the inlet meniscus towards the contact centre is an indicator of bearing starvation and impaired lubricant performance. This work introduces an ultrasonic method to measure meniscus dimensions. Using in situ ultrasonic sensors on a full-scale cylindrical roller bearing test rig, we show that ultrasonic waves can cause oil films to resonate, and that the resonant frequency is directly related to the film thickness. Using a benchtop rig we validate the relationship between resonant frequency and film thickness. This allows for the measurement of meniscus thickness and length in situ during bearing operation. Menisci were measured at both the inlet and outlet of rolling bearing line contacts while lubricated with different viscosity oils and grease. All lubricants used showed they could be monitored using this approach. The implication of this paper is that it is possible to measure a critically important lubrication mechanism during operation without major component modifications.

CURRENT PROBLEMS OF THE BANKING SYSTEM AND METHODS OF SOLVING THEM IN A SPECIAL SITUATION

The banking sector is one of the most important components of the financial sector. Starting on February 24, 2022, both businesses and ordinary citizens felt their dependence on hostilities, as the payment system was already under a heavy load in the first few days, which almost led to its collapse. The banking sector has received many challenges, the main of which are: a decrease in income relative to expenses, an increase in the share of non-performing loans, mass migration of people abroad, and the loss of part of the staff. The NBU and other subjects of the financial sphere create all the conditions for serving the economic and banking interests of the population and ensuring a high level of competitiveness of the banking sector. Looking at the situation today, the domestic banking system has undergone and is undergoing significant upheavals due to the fact that it has to "work" in conditions of uncertainty, but still banks fulfill their obligations and comply with regulations. However, we can also observe certain transformational processes, such as: implementation of the Power Banking project (a perimeter built on the basis of regular bank branches that will provide financial services to clients in conditions of a long-term lack of power supply); uninterrupted operation of the contact centers of the National Bank is organized; new functions have been added to the BankID system, which enables financial sector entities to solve their problems a little easier and faster, etc. The article is devoted to highlighting the main problems of the functioning of the banking system of Ukraine in the conditions of a special state. The importance of the study lies in the need for urgent implementation of measures that will contribute to reducing the risks of the financial system and banks as a whole to a possible minimum.

Frictional contact of one-dimensional hexagonal quasicrystal coating considering thermal effects

In this paper, the contact behavior of a one-dimensional hexagonal quasicrystal coating fully bonded to a rigid substrate under the action of a spherical indenter rotating around its own axis is investigated. The frictional heat generation and heat transfer are considered. Using the general solutions of thermoelastic fields combined with thermal–mechanical boundary conditions followed by the double Fourier transforms, the frequency response functions of the basic solutions of the thermoelastic contact problem are obtained. The basic solutions in spatial domain are calculated by the discrete convolution-fast Fourier transform (DC-FFT) algorithm and the inverse fast Fourier transform (IFFT) algorithm. The results show that the asymmetry of responses of phonon normal stress, phason normal displacement and phason normal stress are mainly caused by friction behaviors. The increase of friction coefficient does not change the phonon normal displacement, but makes the phason normal displacement and the normal stresses of phonon and phason field opposite change trends on both sides of the contact center.