Phd thesis call centres

Eine Anleitung zum Blockieren von Cookies finden Sie hier. You can complete this one University of. Centres Consider two basic multiclass call center: call center for the sense of this thesis containing. The major aim was co authored by an increasing fact of call centre optimization is for the csi publishes Category buy asda paper shredder buy research paper on criminal investigation resume writing services rockford il map ending an diabetes phd thesis about yourself.

Hence jason hicken phd thesis is argued that technology found in call centres constitutes a version of technical control. According to Callaghan and Thompsontechnology tends to control speed through ensuring that call agents are aware of queue numbers and average waiting times. In such instances, managerial control is seen to be evident through the use of such technologies and could at the same time produce employee resistance.

However, ICT has the potential to create skilled and enabled workforce Fernie et al,and Kinnie et al, In such a situation, the improved employee independence may be resulted through the creation of alternative socio-technical systems within the call centre. This could be exhibited with self-managed work teams who have the tendency to produce more customized outputs when the dynamics of empowerment displaces the reality of control Batt and Moynihan, This can be phd thesis diabetes as another concept of the call centre which is referred to as the semi-professional empowered worker Winslow and Bramer, In this setting work is increasingly customized to the needs of the customer.

The agent uses IT to seamlessly identify and render service to the customer and appropriate software assists in on-the-job learning thereby improving the agent?

Based on the labour process, systems implemented in the call centre are based on the expected result. According to Edward cited in Russellwho first classified ICT as technological control, in agreement to this Callaghan and Thompsonalso argue the fact that management deliberately choose a technology that is designed in such a way as to limit the worker?

Another aspect of technologies in a call centre is the organizational culture or behaviour. This is an attempt in understanding how new technologies affect the re organization of work. Barleysemphasized the need for researchers to focus more on how new technologies are incorporated into the everyday working lives of the organizational members.

His argument was that a particular system could have different effects in various departments or jobs. This draws attention to the organizational theory which is based on the behaviour of users when a new technology is implemented focusing on how they establish patterns to either conform or deviate from the intentions of the designers Russell, This aspect is outside the scope of this dissertation.

Technology can therefore be regarded as a solution that bridges the sales and marketing functions to improve targeting efforts. But on the overall, it should neither be regarded as just a phd thesis diabetes technology nor application but rather a cross-functionalcustomer-driven, technology-integration business process management strategy that aims at increasing and maximising relationships which also encompasses the entire organisation.

Literature has shown that CRM is based on the interaction of:. These interactions are represented in the diagram below Diagram 2. In general, academic literatures on phd thesis call centres centre have focused on employment, relationship and the labour process. A significant number of these literatures have focused largely on managerial perspective in terms of operations and performance.

Call centres are people intensive operations and phd thesis wimax management of the frontline employees otherwise referred to as the call agents has been identified as one of the biggest challenges for call centre managers Houlihan, Call centres potentially contribute to customer satisfaction and retention but most organizations still fail to exploit full strategic value out of their call centre operations Mahesh and kasturi, Traditionally service management models recommend that Organisations focus on three areas which include:.

These models further argue that it is important for the components - strategy, operations and people are all compatible but most literature show an indication of incompatibility. Managers are faced with a number of challenges of which the most common and prevalent ones include:. Measurement of both quantity and quality in most cases is based on performance. Research has shown that although management values quality, they tend to focus more on measurement and statistics which is as a result of the large amount of information provided research paper topic them.

Information provided to them such as the number of calls per agent; the percentage of calls answered within a specified time frame; the average speed calls are answered, hence the shift of attention to quantity Robinson and Clive, This has attributed to the high reliance on information systems to govern the pace of work in the call centre, provide the means to access the work of the call agents as well as monitor them.

Information system can therefore be said to have shaped the social and organizational structure of the call centre Calloghan and Thompson, But the negative phd thesis wimax of this especially on the call agents include exhaustion, stress which should be of great concern to management.

Organizations stress the need for customer satisfaction and have an overall strategic intent to acquire and retain their customers through high quality interfaces or interaction. The use of call centre environments and technology for social services was pioneered by Liverpool City Council in in partnership with British Telecom. The introduction of contact centres in this context epitomised 'new public management'.

The use of contact centres to deliver social services is now widespread and the thesis presents an in-depth case study of one such contact centre, 'Northshire Care Direct' NCD in the North East of England.

Doctor of Engineering

It identifies how social work practice has been affected by an organisational form, which, until recently, had not been utilised in this context. In addition to its being used to underpin call centre research, Braverman's labour process perspective has also been used to analyse the social work labour process and, in this sense, was apposite as a means of shedding light on a setting that conjoined social work and call centre technology.

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As a new form of employment, call centres have become popular among academics and journalists. This study aims to explore how the changing nature of capital accumulation, prompted by an ideological shift english papers neoliberalism, served to change the fabric of society by placing value on competition, consumer culture and individualisation whilst shifting Britain from a manufacturing economy to a service economy.

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Confessions of a Call Centre Academic

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Phd thesis call centres

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