Table 1. Overview of the call centres... | Emerald Publishing

Table 1.

Overview of the call centres

	Call Centre A	Call Centre B	Call Centre C
Years since establishment	20	7	11
No. of employees	220–230	250	500
Affiliation	Company X group	Company XS1 in Company X group	Company XS2 in Company X group
Attributes of operator	Temporary worker from temporary employment agency	Part-time and full-time employee	Part-time employee
Services provided	Reception from insurance subscribers Sales commissioned by other financial institutions Reception of overseas non-life insurance	Road assistant services	Accident telephone reception
Goals of organisational change	To be a call centre that consolidates various functions	To be a call centre capable of providing the highest level of road service	To be the best call centre within the X group
Key performance index	Productivity and response quality (number of calls received and accuracy of response)	Productivity and response quality (speed and appropriateness of response)	Productivity and response quality (number of calls received and accuracy of response)

	Call Centre A	Call Centre B	Call Centre C
Years since establishment	20	7	11
No. of employees	220–230	250	500
Affiliation	Company X group	Company XS1 in Company X group	Company XS2 in Company X group
Attributes of operator	Temporary worker from temporary employment agency	Part-time and full-time employee	Part-time employee
Services provided	Reception from insurance subscribersSales commissioned by other financial institutionsReception of overseas non-life insurance	Road assistant services	Accident telephone reception
Goals of organisational change	To be a call centre that consolidates various functions	To be a call centre capable of providing the highest level of road service	To be the best call centre within the X group
Key performance index	Productivity and response quality(number of calls received and accuracy of response)	Productivity and response quality(speed and appropriateness of response)	Productivity and response quality(number of calls received and accuracy of response)

Source: Authors’ own