...Benjamin P.W. Ellway Purpose – Because the voice-to-technology (V2T) encounter remains under-theorised, the purpose of this paper is to overcome this gap by investigating customers use of the interactive voice response (IVR) system and “the customer journey” through the call centre service system...

...Avinandan Mukherjee; Neeru Malhotra Purpose Role clarity of frontline staff is critical to their perceptions of service quality in call centres. The purpose of this study is to examine the effects of role clarity and its antecedents and consequences on employee‐perceived service quality. Design...

...George Robinson; Clive Morley Purpose To investigate call centre management from the perspective of the managers, particularly what the key management responsibilities are in managing call centres and the key performance indicators (KPIs) used in managing call centres. Design/methodology...

...Jochen Wirtz; Shaukat Brah; Vaikalathur Shankar Mahesh; Anand Kasturi Purpose The study was designed to understand important aspects of the call centre agents' job, from their point of view, and the relationships between these aspects and agent effectiveness as perceived by agents' supervisors...

... call centers and the sacrificial HR strategy they used. The contingencies leading to the appearance of this strategy are discussed. Call centres Service Efficiency HR strategy Some agents noted that an individual’s style would change when they were promoted into a management role. When...

... been made to categorize customer expectations with regard to employee behavior during voice‐to‐voice encounters. Therefore, the aim of this study is to develop a measurement instrument that identifies key customer expectation dimensions with regard to call center representative (CCR) behavior. Based...

...Alan Betts; Maureen Meadows; Paul Walley Call centres often experience large fluctuations in demand over relatively short periods of time. However, most centres also need to maintain short response times to the demand. This places great emphasis upon capacity management practices within call centre...

... on a study carried out with users of a very large human services call center network. The results indicate that customers have slightly higher satisfaction levels with in‐person services than with call center services. Although it was predicted that older customers might be more dissatisfied with call...

... developed in consultation with sponsors of the benchmark study. The 13 independent variables were measured using operation definitions provided by Anton (1997). The dependent measurement of caller satisfaction was measured by asking call center managers the percentage of those who called who reported “top...

... in the communication channels available to customers and provides some simple usage statistics. Forecasts the future technological developments which will once again change the kind of access and information available. Customer requirements Call centres Customer satisfaction Marketing communications...