... it proposes apply in the context of call centre services, characterised by remote services and cost cutting business models. Design/methodology/approach The data were gathered from a survey of call centre management with a sample of 937 call centres from 14 countries. The analysis was carried out using...

...., 2004), or the optimal time to transfer the call out of the IVR system to a live agent at different stages during the interaction (Horvitz and Paek, 2007). Similarly, Khudyakov et al. (2010) analyse a call centre with both self-service IVR options and live agents to optimise the number...

...Benjamin Piers William Ellway Purpose – The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis, demonstrate that quantity and quality may not necessarily operate as a trade...

...Michel Rod; Nicholas J. Ashill Purpose The aim of this study is to draw on various models of burnout and test hypotheses relating to anticipated differences in the burnout process between inbound versus outbound call centre agents. This is achieved by comparing the magnitude of the relationships...

... intentions for customer service representatives from call centers. © Emerald Group Publishing Limited 2012 Call centres Turnover intention Job burnout Supervisor support Monetary reward Career path Employees behaviour Call centers have become a strategic contact point for customer...

...Christer Strandberg; Rolf Dalin Purpose The purpose of this paper is to explore and describe associations between the strategic (market/industry) context, the operational requirements, and the work design of in‐house, inbound call centres in the financial sector. Design/methodology/approach...

...Prabha Ramseook‐Munhurrun; Perunjodi Naidoo; Soolakshna D. Lukea‐Bhiwajee Purpose The purpose of this paper is to assess service quality of a call centre as perceived by its employees using the SERVQUAL model. It also aims to explore factors predicting front‐line employee satisfaction...

...Michel Rod; Nicholas J. Ashill Purpose This study aims to expand on previous research on the antecedents and outcomes of burnout, and to examine the role of job resourcefulness as a situational personality trait with the capacity to ameliorate burnout. Using data from Call Center frontline...

... their occurrence. Design/methodology/approach This exploratory study examined customer service dissatisfaction from a respondent group of customer service representatives employed by a call center. These employees deal with customers as their exclusive job function and are trained to correct customer concerns...

...Anand Kumar Jaiswal Purpose The purpose of this research is to examine customer satisfaction and service quality measurement practices followed in call centres. Design/methodology/approach The study uses qualitative methodology involving in‐depth interviews. The respondents were senior...

...Adrienne Curry; Wilma Lyon Purpose The purpose of this paper is to evaluate the quality of service provided by the Stirling Council call centre with a view to determining the essential elements of best practice. Design/methodology/approach The method involves questionnaires to Scottish local...

...Eric P. Jack; Tom A. Bedics; Charles E. McCary Purpose The purpose of this conceptual paper is to examine key operational tradeoffs and challenges that call center managers face. Design/methodology/approach To support the concepts advanced in this paper, an embedded case study is used from...

... call centre (n=167; 58 percent). A call centre was chosen because of the perceived poor service climate and the high levels of employee turnover. Findings Global service climate (GSC) in the call centre was found to be positively related to employees' SQC, with partial mediation...

...Timothy L. Keiningham; Lerzan Aksoy; Tor Wallin Andreassen; Bruce Cooil; Barry J. Wahren Purpose This paper aims to examine call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased additional co‐branded...

... These findings support previous research emphasizing the importance of task control during service encounters and suggest that supervisory practices that empower service workers may also reduce job strain. The immediate findings may be limited to the call center environment but recent research suggests...

...Alison M. Dean Studies on call centres suggest that there is a focus on efficiency at the expense of effectiveness, where effectiveness is indicated by characteristics such as customer orientation, service priorities and quality. It therefore appears that customers will expect and experience low...