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Vuthipadadon, Somchan. "Scheduling inbound calls in call centers." [Ames, Iowa : Iowa State University], 2009. http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&res_dat=xri:pqdiss&rft_dat=xri:pqdiss:3355541.
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Reed, Joshua E. "Queueing Models for Large Scale Call Centers." Diss., Georgia Institute of Technology, 2007. http://hdl.handle.net/1853/16332.
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In the first half of this thesis, we extend the results of Halfin and Whitt to generally distributed service times. This is accomplished by first writing the system equations for the G/GI/N
queue in a manner similar to the system equations for G/GI/Infinity queue. We next identify a key relationship between these two queues. This relationship allows us to leverage several existing results for the G/GI/Infinity queue in order to prove our main result. Our main result in the first part of this thesis is to show that the
diffusion scaled queue length process for the G/GI/N queue in the Halfin-Whitt regime converges to a limiting stochastic process which is driven by a Gaussian process and satisfies a stochastic
convolution equation. We also show that a similar result holds true for the fluid scaled queue length process under general initial conditions.
Customer abandonment is also a common feature of many call centers. Some researchers have even gone so far as to suggest that the level of customer abandonment is the single most important metric with regards to a call center's performance. In the second half of this thesis, we improve upon a result of Ward and Glynn's concerning the GI/GI/1+GI queue in heavy traffic. Whereas Ward and Glynn obtain a diffusion limit result for the GI/GI/1+GI queue in heavy traffic which incorporates only the density the abandonment
distribution at the origin, our result incorporate the entire abandonment distribution. This is accomplished by a scaling the hazard rate function of the abandonment distribution as the system
moves into heavy traffic. Our main results are to obtain diffusion limits for the properly scaled workload and queue length processes in the GI/GI/1+GI queue. The limiting diffusions we obtain are reflected at the origin with a negative drift which is dependent upon the hazard rate of the abandonment distribution. Because these
diffusions have an analytically tractable steady-state distribution, they can be used to provide a closed-form approximation for the
steady-state distribution of the queue length and workload processes in a GI/GI/1+GI queue. We demonstrate the accuracy of these approximations through simulation.
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Jouini, Oualid. "Stochastic modeling in call centers operations management." Châtenay-Malabry, Ecole centrale de Paris, 2006. http://www.theses.fr/2006ECAP1022.
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Le sujet de cette thèse porte sur le développement et l'analyse de modèles stochastiques pour l'aide à la décision dans les centres d'appels. Dans la première partrie, nous considérons un centre d'appels où tous les agents sont groupés ensemble. Nous étudions les bénéfices de la migration depuis cette configuration à celle où les agents sont organisés en pool. Chaque pool est responsable d'un portefeuille de clients. Ensuite, nous considérons un centre d'appel avec des clients impatients. Nous développons des politiques dynamiques pour l'affectation des clients aux différentes files d'attente. L'objectif est lié aux qualités de service différenciées exprimées en terme du pourcentage de clients perdus. Enfin, nous étudions un centre d'appel qui annonce les délais d'attente aux clients. Nous montrons les avantages de l'annonce des délais sur les performances du système. Dans la deuxième partie, nous considérons un processus de naissance et de mort de forme générale. Nous calculons les moments de plusieurs variables aléatoires liées aux temps de premier passage d'un état à un autre. Ensuite, nous montrons un résultat de concavité dans une d'attente avec des clients impatients. Nous montrons que la probabilité d'entrer en service est strictement croissante et concave en fonction de la taille de la file d'attenteIn this thesis, we focus on various operations management issues of call centers. We derive both qualitative and quantitative results for practical management. In the first part of the thesis, we investigate the impact of team-based organizations in call centers management. We develop queueing models that show the benefits of the team-based organization in providing better performances. Next, we consider a multicall call center with impatient customers. We develop dynamic scheduling policies that assign customers to the waiting lines. We focus on differentiated service levels criteria related to the fraction of abandoning customers. Finally, we propose a call center model in which we provide information about queueing delays to customers, and we quantify its effect upon performance. In the second part of the thesis, we tackled the quantitative analysis of stochastic processes ans queueing models. First, we derive several closed-form expressions of the moments of first passage times in general birth-death processes. Second, we investigate some monotonicity properties for the probability of being served in markovian queueing systems with impatient customers
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Thompson, Julieo Stephen. "The Evolution of Technology in Call Centers." Diss., NSUWorks, 2019. https://nsuworks.nova.edu/gscis_etd/1068.
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Historical research was conducted through literature. The report traces the evolution of technology in call centers (CCs) from their early inception to 2018. CCs are integrated into many facets of multidisciplinary areas of business, industry, and public and private institutions of higher education. Three research questions were addressed: What technologies enabled the start of CCs? How did the communications between customers and CSRs take place? What was the content of the earlier communications? How did services and communications evolve as technology matured? What are the current state-of-the-art technologies that exist in CCs? Which industries appear to have the best solutions? What are these solutions?
Photograph Analysis Worksheets and Written Document Analysis Worksheets from the National Archives and Records Administration were used to analyze primary source materials. Also, used were Primary Source Analysis Tools from the Library of Congress.
The final report offers a comprehensive history of the technology evolution within the industry. Included are a discussion of state-of-the-art technologies, the range of their applications and suggestions for staff training.
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Combs, Kimberly M. "Strategies for Retaining Employees for Call Centers." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3341.
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Voluntary employee turnover has several adverse consequences for call center managers, including lowered productivity and decreased profitability. The purpose of this descriptive multiple case study was to explore strategies used to reduced voluntary employee turnover among 2 call center managers in the southern United States. These managers had been recommended by the human resource directors of the organizations because of their implementation of strategies to reduce voluntary employee turnover. The conceptual framework for this study was Herzberg's motivation-hygiene theory. Data were collected from semistructured face-to-face interviews and employee handbooks. The data analysis consisted of compiling the data, disassembling the data into common codes, reassembling the data into themes, interpreting the meaning, and reporting the themes. The use of member checking and methodological triangulation increased the trustworthiness of the study. Themes that emerged were job satisfaction, employee compensation, opportunity and advancement, reward and recognition, and employee engagement. Recommendations for action include selecting strategies for reducing voluntary employee turnover and using the strategies to improve the commitment of the workers. The findings from this study may contribute to social change by providing strategies that call center managers can use to reduce voluntary employee turnover, thereby positively improving the standard of living for families, and strengthening community wealth and well-being.
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Ellway, Benjamin Piers William. "Call centres : work, service, & technologies." Thesis, University of Cambridge, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.609748.
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Legros, Benjamin. "Optimization of multi-channel and multi-skill call centers." Phd thesis, Ecole Centrale Paris, 2013. http://tel.archives-ouvertes.fr/tel-00997410.
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Call centers have been introduced with great success by many service‐oriented companies. They become the main point of contact with the customer, and an integral part of the majority of corporations. The large‐scale emergence of call centers has created a fertile source of management issues. In this PhD thesis, we focus on various operations management issues of multi‐skill and multichannel call centers. The objective of our work is to derive, both qualitative and quantitative, results for practical management. In the first part, we focus on architectures with limited flexibility for multi‐skill call centers. The context is that of call centers with asymmetric parameters: unbalanced workload, different service requirements, a predominant customer type, unbalanced abandonments and high costs of crosstraining. The most knowing architectures with limited flexibility such as chaining fail against such asymmetry. We propose a new architecture referred to as single pooling with only two skills per agent and we demonstrate its efficiency under various situations of asymmetry. In the second part, we focus on routing problems in multi‐channel call centers. In the first study, we consider a blended call center with calls arriving over time and an infinitely backlogged queue of emails. The call service is characterized by three successive stages where the second one is a break. We focus on the optimization of the email routing to agents. The objective is to maximize the throughput of emails subject to a constraint on the call waiting time. Various guidelines to call center managers are provided. In particular, we prove for the optimal routing that all the time at least one of the two email routing parameters has an extreme value. In the second study, we examine a threshold policy on the reservation of agents for the inbound calls. We study a general non‐stationary model where the call arrival follows a non‐homogeneous Poisson process. The optimization problem consists on maximizing the throughput of outbound tasks under a constraint on the waiting time of inbound calls. We propose an efficient adaptive threshold policy easy to implement. This scheduling policy is evaluated through a comparison with the optimal performance measures found in the case of a constant stationary arrival rate, and also a comparison with other intuitive adaptive threshold policies in the general non‐stationary case. In the third study, we consider a call center model with a call back option, which allows to transform an inbound call into an outbound one. The optimization problem consists on minimizing the expected waiting time of the outbound calls while respecting a service level constraint on the inbound ones. We propose a routing policy with two thresholds, one on the reservation of the agents for inbound calls, and another on the number of waiting outbound calls. A curve relating the two thresholds is determined.
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Moreira, Rogério. "A rotatividade de pessoal em call centers brasileiros." Pontifícia Universidade Católica de São Paulo, 2008. https://tede2.pucsp.br/handle/handle/1291.
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Previous issue date: 2008-06-25This dissertation is the report of a research work developed to study the causes of the high employee turnover in brazilian call centers. After a revisional work of the main aspects of call center management and employee turnover research, it was chosen to study the correlation with human resources management (HRM) practices, in the same research strategy chosen by Huselid(1995) and Batt(2002). The related data to reach research objectives were gotten from a survey developed by The Global Call Center Project. The sample is based on a survey administered to 114 call centers of 103 organizations from 200 associates of Associação Brasileira de Telesserviços (ABT). The same survey was applied in 16 other countries, allowing benchmarking, stretching analysis horizon. The data analysis was made in three steps: management model analysis, mean comparisons and multivariate analysis. The first step showed a strong emphasis in the services mass production model. The mean comparison showed that the brazilian call centers are extremely strait in use of scripts, monitoring and employee discretion practices. These practices contribute negatively to job quality, which has a strong correlation with employee turnover. The multivariate analysis ( logistic regression ) showed a good adjustment in the proposed model, both in the adjustment index ( R2 CS=0,549 e R2 N = 0,741) and in the discriminative capacity ( area of ROC curve =0,938) and also showed that the correlation between HRM practices and employee turnover are considerable. The main suggestion is to have as HRM objective the continuous improvement of job quality, which requires a tradeoff with firm expenses and service level, it also increases variability and represents a change in the call center management culture
Esta dissertação é o relatório de uma pesquisa desenvolvida para estudar as causas do alto índice de rotatividade de pessoal no setor de call centers brasileiros. Após uma revisão dos principais aspectos da gestão de call centers e da pesquisa sobre Rotatividade de Pessoal, optou-se por estudar a correlação com as práticas de gestão de pessoas, na mesma linha de pesquisa de Huselid(1995) e Batt (2002). Os dados necessários para alcançar os objetivos desta pesquisa foram obtidos através de um survey desenvolvido no âmbito da pesquisa The Global Call Center Project.A amostra é composta por 114 questionários respondidos por 103 organizações de 200 empresas consultadas entre as empresas associadas à Associação Brasileira de Telesserviços (ABT). A mesma pesquisa foi realizada em outros dezesseis países, permitindo análise comparativa dos resultados, ampliando o horizonte de análise. A análise dos dados foi efetuada em três etapas: a análise do modelo de gestão, a comparação das médias dos indicadores e, a análise multivariada. A primeira etapa mostrou uma demasiada ênfase no uso do modelo Produção em Massa de Serviços. A análise das médias mostra que os call centers brasileiros são extremamente rígidos no que se refere às práticas de uso obrigatório de scripts, monitoramento e autonomia. Estas práticas contribuem de forma negativa para a qualidade do trabalho, que mantém uma forte correlação a Rotatividade de Pessoal. Análise multivariada apresentou um bom ajustamento do modelo proposto, tanto do ponto de vista dos índices de ajustamento (R2 CS=0,549 e R2 N = 0,741) como pela capacidade discriminante (área da curva ROC=0,938), evidenciando que a correlação entre as práticas de gestão de pessoas e a Rotatividade Voluntária é considerável. Sugerimos como objetivo importante na gestão de pessoas a melhoria contínua da qualidade do trabalho, que é uma solução de compromisso, pois causa um impacto importante nos gastos da organização, no nível de serviço, aumenta a variabilidade e representa uma mudança na cultura gerencial em call centers
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Marques, Ana Paula Fernandes. "Call Centers: inovação tecnológica, manutenção das formas organizacionais." Master's thesis, Instituto Superior de Economia e Gestão, 2004. http://hdl.handle.net/10400.5/912.
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Mestrado em Sociologia Económica e das OrganizaçõesUma das problemáticas mais discutidas no seio da sociedade da informação é a subsistência de alguns dos aspectos mais negativos da sociedade industrial, apesar de toda a evolução tecnológica que tem acontecido nos últimos anos. Um desses aspectos é a organização do trabalho e os efeitos que tem nos trabalhadores. Na época áurea do Taylorismo/Fordismo os trabalhadores das linhas de montagem apresentavam níveis elevados de alienação, por um lado, devido ao trabalho ser repetitivo e destituído de qualquer incentivo à criatividade, e por outro, por via das suas qualificações serem muito poucas e logo escassearem oportunidades de vida alternativas. Hoje em dia, embora diferentes, perduram muitas linhas de montagem. Diferentes algumas delas, porque a automatização é omnipresente, porque a produção é especializada ou flexível e, sobretudo, porque os trabalhadores têm qualificações elevadas e projectos de vida paralelos. O presente trabalho, constituído por um estudo de caso efectuado numa empresa prestadora de serviços de call center, tenta justamente analisar a organização do trabalho na linha de atendimento, e verificar de que modo os operadores, força executante dos serviços prestados, são afectados por essa organização, na postura que têm perante o trabalho e o emprego.
One of the most discussed problematic amidst the information society is the maintenance of some negative aspects of the industrial era, in spite of the huge technological evolution we have been experiencing for the last years. One of these aspects is the work organization and the effect it has on workers. During the golden years of Taylorism/Fordism, assembling line workers showed high levels of alienation, caused, on one hand, by the repetitive work and the lack of any incentive for creativity, and, on the other, because their qualifications were few and therefore alternative life opportunities were scarce. Nowadays, although different, several assembling lines prevail. Different, because automatization is comprised in all processes, production is customized and flexible and, above all, workers are highly qualified having life projects alongside work. This research, which consists of a case study performed in a call center service provider, tries to analyse the work organization in an attendance line, and verify in what way operators, the main workforce, are affected by that organization concerning behaviour towards their work and job.
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SILVA, Alysson Barros da. "Avaliação de desempenho e planejamento de capacidade em call centers de serviços de emergência." Universidade Federal de Pernambuco, 2010. https://repositorio.ufpe.br/handle/123456789/2377.
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Previous issue date: 2010Os call centers de serviços de emergência fornecem serviçoes de extrema importância para a sociedade, pois é a partir deles que são acionados os órgãos de segurança, resgate e socorro. Quando aciona um serviço de emergência, a população faz seu primeiro contato com um call center, para onde convergem todas as chamadas. Essa central faz o acionamento dos profissionais da Polícia Militar, Corpo de Bombeiros, Polícia Civil e da Polícia Científica. Baseado na importância dos serviços de emergência,é necessário que os call centers prestem seus serviços de forma eficiente, respeitando um tempo máximo de atendimento, diminuindo o tempo de resposta as chamadas o que pode salvar vidas, combater crimes, manter a segurança da sociedade e proporcionar maior qualidade de vida à população. Este trabalho faz a avaliação e o planejamento de call centers de emergências a partir de um modelo estocástico expolinomial para simular o ambiente real. Avaliou-se: o comportamento da taxa de ocupação na fila de espera; o número de ligações descartadas; a probabilidade de desistências das ligações telefônicas, e o número de servidores livres para dar o prognóstico da real necessidade dos servidores e a relação com o número de ligações suportadas do call center. Visou-se, assim, com base nos resultados obtidos pelo modelo gerado, diminuir o tempo de resposta das chamadas de emergência, bem como o tempo de espera para atendimento e reduzir, com isso, o número de abandonos das ligações telefônicas. O pressente estudo proporcionou suporte a decisões para correções de problemas, como a má utilização dos serviços prestados. Um estudo de caso é apresentado para análise do impacto das variações da carga de trabalho no desempenho do call center, e o reflexo na taxa de ocupação na fila de espera, no número de ligações descartadas, na probabilidade de desistências das ligações telefônicas e no número de servidores livres. Foi feita a análise do impacto do aumento da fila de espera para atendimento e seu impacto no desempenho do call center
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Miller, Noleen Bonita. "The impact of the workplace environment on the emotional and physical wellbeing of call centre agents in the Cape Metropole." Thesis, Cape Peninsula University of Technology, 2014. http://hdl.handle.net/20.500.11838/1004.
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Thesis submitted in fulfilment of the requirements for the degree
Master of Technology: Business Administration
in the Faculty of Business
at the Cape Peninsula University of Technology
2014Call centres have become an important source for organisations to provide efficient information to their customers through cost-effective communication channels. Call centres are defined as a work environment in which the main business is mediated by computer- and telephone-based technologies that allow the effective distribution of incoming calls to available staff, and permit customer–employee communication simultaneously with the use of display screen equipment (DSE) and instant access to information. Working in a call centre is often linked with high stress levels, difficult customers, shift work, high workload demand, absenteeism and high employee turnover rates. The work characteristics of call centres include performance targets where employees are required to achieve set targets, undergo close performance monitoring, performance appraisal systems, limited task variation, repetitive work and limited autonomy. The physical environment in the call centre is often associated with open-plan office layouts and booths where noise levels and workstations are positioned in close proximity to each other. Wellbeing in call centres has become a concern and the research was undertaken to establish what effects the working environment (physical environment and job characteristics) in call centres in the Cape Metropole has on the wellbeing of call centre agents. A quantitative research method was employed in the study. A structured questionnaire was distributed via SurveyMonkey® to call centre agents from four participating call centres in the Cape Metropole. The combined target population of the four call centres was 760. A sample size of 200 was determined by using the Raosoft Incorporated® calculation tool. Although the aforesaid sample size sufficed, a response rate of 275 was received. Questions relating to job characteristics and significance of the work were based on the Job Diagnostic Survey by Hackman and Oldham. Social support questions were based on the instrument developed by Caplan, Cobb, French, Van Harrison & Pinneau in 1975. Job demand questions were based on the instrument developed by Karasek in 1979, and only the section on job demand was used. Performance monitoring and physical work environment were measured by using the questions based on these variables by Sprigg et al in 2003. Emotional wellbeing questions relating to burnout were measured using the Oldenburg Burnout Inventory. The wellbeing questions relating to vocal health, optical health and auditory health were based on the questionnaires developed by Sprigg et al. in 2003. General health was measured using the “Somatic Complaints” section of the NIOSH Generic Job Stress Questionnaire. Musculoskeletal health problems were measured using the Cornell Musculoskeletal Discomfort Questionnaire (CMDQ) developed by Hedge in 1994. Research question 1 addressed the gender perceptions of job characteristics, physical work environment and emotional and physical wellbeing. A T-test was conducted to answer the research question and the results revealed that there was no significant difference in gender perception on job characteristics; however there was a significant difference in perception of the physical work environment and wellbeing. Research question 2 addressed whether there is a significant difference in emotional and physical wellbeing experienced by call centre agents from various industries. A MANOVA analysis was conducted to determine the significance in industries, p = .015, and an ANOVA analysis was conducted that revealed agents working in the online retail as well as financial service industries were more likely to experience disengagement, p = .035. Research question 3 addressed the factors in the workplace environment that contribute to emotional and physical wellbeing problems. An ANOVA analysis was conducted and the results revealed lack of skills variety, p = .014, contributes to exhaustion; lack of autonomy, p = .040, contributes to disengagement; lack of supervisor support, p = .009, contributes to exhaustion, job demands, p = .000, contribute to exhaustion, performance monitoring, p = .036, contributes to exhaustion; and workstation layout, p = .001, contributes to auditory health problems. Research question 4 addressed whether there is a significant relationship between job characteristics, physical work environment and wellbeing. A Pearson correlation analysis was conducted and the results revealed that there is a significant relationship between job characteristics, physical work environment, and wellbeing. It can be concluded that the workplace environment does have an impact on the wellbeing of call centre agents in the Cape Metropole. It is imperative that the management of call centres understand the nature of the job and how the physical environment contributes to job stress; burnout; vocal, auditory, and optical health problems; and musculoskeletal disorders. The researcher recognises that there are essential job characteristics associated with call centre work but that there are elements of the job that can be redesigned to improve the wellbeing of call centre agents. It is recommended that management implement interventions which will redesign those elements within the workplace environment that contribute to wellbeing issues. The findings of this study add to existing literature and knowledge of the workplace environment and wellbeing of call centre agents.
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Henken, Kirsten. "Dynamic contact centers with impatient customers and retrials." Saarbrücken VDM Verlag Dr. Müller, 2007. http://d-nb.info/98879814X/04.
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Labarthe, Carrara Javier. "Hardiness personality and its relation to voluntary resignation in call centers." Pontificia Universidad Católica del Perú, 2017. http://repositorio.pucp.edu.pe/index/handle/123456789/123830.
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This paper discusses the relationship between hardiness personality and workers’ voluntary resignation from call center jobs. The aim is to understand the decision to leave through a subject’s personality. The hardiness personality questionnaire developed by Moreno, Garrosa and Gonzalez (2000) was administered to a sample of 81 telemarketers. A higher probability of voluntary resignation was found in those with low hardiness personality as well as in those with higher levels of education. The greater permanence of workers with a high level of hardiness personality shows that there are individual traits that facilitate the way in which the worker deals with the demands and the perception of the work setting, which influences the voluntary resignation decision in this type of organizations.En el presente trabajo se analiza la relación entre la personalidad resistente, y el egreso voluntario de los trabajadores en call centers. Se pretende entender la decisión de egreso, a través de la personalidad. Se aplicó el cuestionario de personalidad resistente desarrollado por Moreno, Garrosa y Gonzalez (2000) a una muestra de 81 teleoperadores. Se encontró una probabilidad mayor de egreso voluntario en las personas con baja personalidad resistente así como las que cuentan con mayores niveles de escolaridad. Esto nos permite señalar que existen rasgos individuales que facilitan la gestión de las demandas y la percepción sobre el contexto laboral que influye en la decisión de egreso en este tipo de organizaciones.
Dans le présent travail, la relation entre la personnalité résistante et le départ volontaire des travailleurs dans les centres d’appels est analysée. Il est destiné à comprendre la décision de sortir, à travers la personnalité. Le questionnaire sur la personnalité résistante développé par Moreno, Garrosa et Gonzalez (2000) a été appliqué à un échantillon de 81 télévendeurs. Nous avons trouvé une probabilité plus élevée de départ volontaire chez les personnes à faible personnalité résistante ainsi que chez celles ayant un niveau de scolarité plus élevé. Cela nous permet de souligner qu’il existe des caractéristiques individuelles qui facilitent la gestion des demandes et la perception du contexte de travail qui influence la décision de quitter ce type d’organisation.
Neste trabalho se analisa, a relação entre a personalidade resistente e a saída voluntária dos trabalhadores em centros de chamada. Pretende-se compreender a decisão de saída, através da personalidade. Foi aplicado o questionário de personalidade resistente desenvolvido por Moreno, Garrosa e Gonzalez (2000) em uma mostra de 81 teleoperadores. Uma maior probabilidade de retirada voluntária foi encontrada em pessoas com baixa personalidade resistente assim como aqueles com níveis mais elevados de escolaridade. Isso nos permite apontar que existem traços individuais que facilitam o gerenciamento das demandas e a percepção sobre o contexto de trabalho que influencia a decisão de saída neste tipo de organizações
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Mohammed, Rafiq. "Personalized call center traffic prediction to enhance management solution with reference to call traffic jam mitigation a case study on Telecom New Zealand Ltd. : a dissertation submitted to Auckland University of Technology in partial fulfillment of the requirements for the degree of Master of Computer and Information Sciences (MCIS), 2008 /." Click here to access this resource online, 2008. http://hdl.handle.net/10292/479.
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Werner, Ann. "Work dysfunctions and their consequences as experienced by call centre agents." Thesis, Stellenbosch : University of Stellenbosch, 2006. http://hdl.handle.net/10019.1/1523.
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Thesis (MA (Industrial Psychology))--University of Stellenbosch, 2007.Overview of previous work: Previous research on call centres has identified the inherent stressful nature of the call centre agent job. In fact researchers have gone so far as to name call centres ‘sweatshops of the new millennium’, (Crome, 1998; Fernie, 1998). Comparative studies between human service work and burnout have often featured in current literature as have studies concerning the correlations between call centre work and job satisfaction, the effects of shift work, and stress in the call centre environment. Purpose: However, the purpose of this study, avoiding a comparative approach, is to focus on one organisation in particular, in order to assess the varied work dysfunctions present in its call centre. The study is particularly important in the light of the proposed development of the call centre industry in South Africa at this time. A more comprehensive understanding therefore, of the pitfalls of call centre work, would be beneficial to those currently running call centres as well as those planning their implementation. At the outset, stress was considered a pivotal dysfunction within the call centre, from which other maladies often ensued such as substance abuse, depression and eating pattern disruptions. Work challenges too, manifest in the field data, namely insufficient training and managerial / system problems. The research therefore includes the exploration of these factors serving to highlight both the more socio-cultural and emotional issues, as well as on-the-job grievances encountered by call centre agents. Design / methodology / approach: Owing to the exploratory nature of the study, a focus group methodology was used, allowing for in-depth qualitative research which catered for a far reaching and comprehensive understanding of current work issues. As the study concerns only call centre agents, the roles of supervisors and managers were not included. The sample comprised four different groups, of randomly selected call centre agents, with a total of 27 participants. Demographics revealed male and female participants of differing marital status, educational qualifications, but with tenure at a call centre between 2 and 6 years, and aged between 20 and 40 years. Findings: Support was found for the following dysfunctions in the process, with stress as primary harbinger of other dysfunctions, many exacerbated by the stressful nature of shift work, and the resultant work-life imbalance. Stresses encountered due to ineffective systems, training processes, and call centre management were also significant. On a positive note, of interest was the unanimous agreement that within this particular field study, workspace ergonomic considerations were thought not to add to call centre dysfunction. Research limitations / implications: Even though four groups from two different call centres were observed, they were part of the same organisation, in Cape Town in the Western Cape. In this way commonalities in terms of reactions to systems, policies etc were thought likely to be similar, however owing to the shift work nature of call centres through out South Africa, it is believed that significant correlations could be determined, in any organisation. A comparative study across various differing organisations and locations therefore could be investigated. Originality / value: Owing to the very stressful nature of call centre work, the focus groups revealed themselves to be cathartic in nature as participants thoroughly embraced the process, and personal experiences were often disclosed by participants which facilitated realistic discussions. In this way, meaningful qualitative data was collected, and can be used to ameliorate current call centre conditions, and to allow better planning for future implementation. Furthermore, the research has exposed a number of further study options, as e.g. owing to their significance, each dysfunction could be investigated further and covered individually in separate research papers, as could the role in management, and training within the call centre milieu.
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Dawson, Alison S. F. "Call centre employment a qualitative study." Thesis, University of Stirling, 2002. http://hdl.handle.net/1893/988.
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This study explores aspects of the nature and experience of call centre employment. In 1972 only 42% of UK households had a home-based telephone (BIFU, 1996). By 2000 98% of UK homes had access to either fixed-line or mobile telephone services (Oftel, 2001). The commercial exploitation of this artifact is now being realised through call centres employing sophisticated information and communications technologies. Virtually unheard of a decade ago, UK call centres provided jobs for an estimated 264,000 people in 2001 (Datamonitor, 1999). They have increasingly attracted public and academic attention, much of the latter focused on issues of employee control and surveilance. This study uses analyses of call centre-related newspaper articles, a survey of Scottish recruitment and employment agencies, covert participant observation, and interviews with agency representatives and call centre employees to explore issues such as recruitment and selection, the nature and experience of employment, and employee turnover in call centres. The ethics of using covert methods are discussed. Four main conclusions emerge from the study. First, call centre employment can be differentiated from other occupations on the basis of recruitment and selection practices, employee skils and differences in work environments, performance monitoring and supervision practices and regulation of workplace behaviour. Second, job characteristics may predispose employees to low levels of job-related well-being and burnout. Third, levels of employee turnover may be linked to occupational novelty and the availability of pre-employment realistic job information. Fourth, automated systems are beginning to replace routine, repetitive, low value tasks, resulting in changes in the nature of call centre employment. Those jobs that remain seem likely to be more demanding with complex tasks and an emphasis on quality rather than quantity of interactions. The implications of the study's findings and conclusions for future research and for call centre employers and their employees are considered.
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Chinhamo, Edmore. "The application of quality management systems at a computer customer contact centre in Cape Town." Thesis, Cape Peninsula University of Technology, 2011. http://hdl.handle.net/20.500.11838/2310.
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Thesis (MTech (Public Relations Management))--Cape Peninsula University of Technology, 2011.This research investigates the application of the quality management systems at a computer contact centre in Cape Town. It examines the issues around brand switching from the products supported by the computer customer contact centre to those manufactured by competitors. Its main interest is to interrogate the reasons customers give to call centre agents when they decide to switch brands. It also hopes to find out whether call agents understand the interrelation between quality management, brand loyalty and customer satisfaction. Furthermore, the project uses employee responses to ascertain whether the concept of quality management is synonymous with customer satisfaction and whether employee fulfilment leads to innovation and customer satisfaction. To address the main concerns of this project, Deming's model of quality management is used as the main conceptual framework. The key concepts underlying this model are visionary leadership, internal and external cooperation, learning/training, process management, continuous improvement, employee fulfilment and customer satisfaction. To find out the reasons that customers give to call centre agents when they decide to switch brands and also to respond to sub research questions, a quantitative research method was selected. A questionnaire was administered to 100 employees out of a 300 population. Although the customers' voices would have added value to the research project, the researcher decided to concentrate on employees because of the following reasons: 1) the interaction with customer begins and ends with agents, therefore agents are always aware of the reasons why customers switch brands; 2) the customers are in excess of 100,000,000 and selecting a representative sample for a mini thesis was not very feasible, given that the thesis is constrained by time and volume.
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Scaldelai, Dirceu. "Desenvolvimento de uma ferramenta para simulação de Call Centers." reponame:Repositório Institucional da UFPR, 2011. http://hdl.handle.net/1884/25944.
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Resumo: Cada vez mais, os consumidores exigem serviços e produtos de maior qualidade e com maior agilidade, pois, os mesmos não têm tempo para permanecer em filas, de qualquer que seja a natureza. Com base nisso o presente trabalho propõe a elaboração de um software em linguagem Matlab®7, para realização de simulações em Call Centers (centrais telefônicas responsáveis pelo serviço de tele atendimento), por meio do uso de técnicas de simulação de sistema. A Simulação serve para analisar quantitativamente a formação de filas de maneira prática sem a necessidade de experiências reais, que são inviáveis para as empresas que buscam a otimização de seus recursos. Um Call Center é um sistema complexo devido à aleatoriedade das ligações e das condições de atendimento, sendo assim, é muito difícil para seus dministradores buscar o aperfeiçoamento dos serviços prestados sem o auxílio de ferramentas como a que é proposta neste trabalho. Torna-se interessante dispor da quantidade ideal de tele atendentes para que o tempo de espera na fila seja mínimo e não existam funcionários em ociosidade evitando assim gastos desnecessários.
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Marshall, Gary. "Strategies to Reduce Job Dissatisfaction within 911 Call Centers." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/7822.
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In 2017, more than 6.9 million employees parted ways with their employer because of voluntary employee turnover, layoffs, or terminations. Emergency call center supervisors who fail to implement adequate job satisfaction strategies experience reduced productivity and increased voluntary turnover. The purpose of this multiple case study was to explore the strategies some southern Ontario 911 call center supervisors used to reduce job dissatisfaction. The conceptual framework supporting the study was the competing values framework. The population included 6 supervisors of 911 call centers in the province of Ontario, Canada, who successfully implemented job satisfaction strategies. Data were collected from interviews with the leaders and documentation. Data were analyzed using Yin's 5-step process. Three themes emerged: provide supportive leadership, create a balanced culture, and provide non-financial rewards. The implications for positive social change include healthy working communities through decreased job dissatisfaction resulting in organizations' greater productivity and provision of services.
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Jason, Bronwin Anastasia. "An adaptive user interface model for contact centres." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/989.
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Contact centres (CC), are the primary interaction point between a company and its customers and these are rapidly expanding in terms of both workforce and economic scope. An important challenge for today's CC solutions is to increase the speed at which CCAs retrieve information to answer customer queries. CCAs, however, differ in their ability to respond to these queries and do not interact with the computer user interface (UI) in the same way as they each have different capabilities, experience and expertise. Studies have provided empirical support that user performance can be increased when the computer UI characteristics match the user skill level. Adaptive user interfaces (AUIs) are the key to creating personalised systems. Their sole task is to provide an interface most suitable to users' needs whilst facilitating the users' varying skill levels. The aim of this research was to develop an AUI model for CCs to support and improve the expertise level of CCAs. A literature review of CCs, user expertise, AUIs and existing AUI models resulted in the proposal of an AUI model for CCs. The proposed AUI model was described in terms of its architecture, component-level and interface design. An AUI prototype was developed as a proof-of-concept of the proposed AUI model. A literature review on existing AUI evaluation approaches resulted in an evaluation strategy for the proposed AUI model. The AUI prototype was evaluated according to the evaluation strategy that was identified. User testing incorporating eye-tracking and a post-test questionnaire was used to determine the usefulness and usability of the AUI prototype. Significant results were found with regards to user satisfaction ratings, the learnability of the AUI prototype and its effectiveness. This dissertation makes an important contribution in the design of an AUI model that supports and improves the expertise level of CCAs. The model could be used to assist the development of CC applications incorporating AUIs. Future research is however needed to evaluate the effect of the proposed AUI model in a larger CC environment.
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Fulcher, Patricia Ann. "The role of attributional style in a call centre environment this thesis is submitted in partial fulfilment of the degree of Master of Business (Marketing Major), submitted to Faculty of Business, Auckland University of Technology, November 2003." Full thesis. Abstract, 2003.
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Majakwara, Jacob. "Application of multiserver queueing to call centres." Thesis, Rhodes University, 2010. http://hdl.handle.net/10962/d1015461.
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The simplest and most widely used queueing model in call centres is the M/M/k system, sometimes referred to as Erlang-C. For many applications the model is an over-simplification. Erlang-C model ignores among other things busy signals, customer impatience and services that span multiple visits. Although the Erlang-C formula is easily implemented, it is not easy to obtain insight from its answers (for example, to find an approximate answer to questions such as "how many additional agents do I need if the arrival rate doubles?"). An approximation of the Erlang-C formula that gives structural insight into this type of question would be of use to better understand economies of scale in call centre operations. Erlang-C based predictions can also turn out highly inaccurate because of violations of underlying assumptions and these violations are not straightforward to model. For example, non-exponential service times lead one to the M/G/k queue which, in stark contrast to the M/M/k system, is difficult to analyse. This thesis deals mainly with the general M/GI/k model with abandonment. The arrival process conforms to a Poisson process, service durations are independent and identically distributed with a general distribution, there are k servers, and independent and identically distributed customer abandoning times with a general distribution. This thesis will endeavour to analyse call centres using M/GI/k model with abandonment and the data to be used will be simulated using EZSIM-software. The paper by Brown et al. [3] entitled "Statistical Analysis of a Telephone Call Centre: A Queueing-Science Perspective," will be the basis upon which this thesis is built.
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Oh, Sherry L. "Modeling ACD data to improve computer simulation of call centers." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1999. http://www.collectionscanada.ca/obj/s4/f2/dsk1/tape9/PQDD_0016/MQ47978.pdf.
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Rotzer, Daniel. "Massnahmen zur Steigerung der "Freiwilligen Loyalität" von Mitarbeitenden von Call-Centers (Untersuchung am Beispiel eines Contact-Centers eines Schweizerischen Bundesbetriebs)." St. Gallen, 2005. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/02602019001/$FILE/02602019001.pdf.
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Castro, PatrÃcia Mendes. "Impacto do clima organizacional na intenÃÃo de rotatividade em call centers." Universidade Federal do CearÃ, 2009. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=15628.
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O objetivo principal deste estudo foi investigar as relaÃÃes previsÃveis entre os fatores de
clima organizacional e intenÃÃo de rotatividade. Foi desenvolvido com 333 operadores de call
center de trÃs empresas em Fortaleza (CearÃ). As respostas obtidas foram classificadas em
uma planilha eletrÃnica do programa de SPSS e submetidas a mÃtodos diferentes de
estatÃsticas descritivas. Os resultados das anÃlises de regressÃo para a amostra geral revelou
que o modelo explicou 18% da intenÃÃo de mudar para uma empresa de outro segmento e
20% da intenÃÃo de mudar para outro call center. A âidentificaÃÃo com o cargoâ e
âidentificaÃÃo com o serviÃoâ de telecobranÃa foi significativamente responsÃvel pela
intenÃÃo de mudar para uma empresa de outro segmento. Por outro lado, as variÃveis
âidentificaÃÃo com o cargoâ, âorientaÃÃo tÃcnica fornecida por supervisoresâ, âapoio
socioemocionalâ e âsatisfaÃÃo com a organizaÃÃoâ foram significativamente responsÃvel pela
intenÃÃo de mudar para outro call center. Ã importante mostrar que as variÃveis que mais
interferiram na intenÃÃo para mudar para uma companhia de outro segmento e para a intenÃÃo
de mudar para outro call center eram pertencentes ao grupo de variÃveis do fator de
comportamento. As conclusÃes encontradas nesse estudo podem servir como ponto de partida
para a necessidade de estudos adicionais com mÃtodos semelhantes que podem aumentar o
conhecimento sobre a relaÃÃo entre as variÃveis consideradas em outras realidades
organizacionais.The main objective of this study was to investigate the predictable relationships between the factors of organizational climate and turn over intention. It was developed with 333 call centerâs operators of three companies of charging section in Fortaleza (CearÃ). The obtained answers were codified in a spreadsheet of the SPSS program and submitted to different methods of descriptive statistics. The results of the analyses of regression for the general sample revealed that the model explained the amount of employees (18%) that intended to change for another company of other segment and the amount (20%) of the intention of changing for other call centers. The variables âidentification with the positionâ and âidentification with the tele-charging serviceâ were significantly responsible for the intention of changing for a company of another segment. On the other hand, the variables âidentification with the positionâ, technical orientation offered by supervisorsâ, socio-afective supportâ and âsatisfaction with the organizationâ were significantly responsible for the intention to change to an organization of other segment. It is important to point out that the variables that more interfered in the intention to change for a company of another segment and for the intention of changing for another call center were those belonging to the group of variables of behavioral factor. The conclusions of the study point to the necessity of further studies with similar methods that can increase the knowledge about the relationship between the considered variables in other organizational realities.
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Leah, Susan. "Increasing customer satisfaction through employee satisfaction in a call center environment." Menomonie, WI : University of Wisconsin--Stout, 2005. http://www.uwstout.edu/lib/thesis/2005/2005leahs.pdf.
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Castro, Patrícia Mendes. "Impacto do clima organizacional na intenção de rotatividade em call centers." reponame:Repositório Institucional da UFC, 2009. http://www.repositorio.ufc.br/handle/riufc/16377.
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CASTRO, Patrícia Mendes. Impacto do clima organizacional na intenção de rotatividade em call centers. 2009. 86 f. Dissertação (mestrado) - Universidade Federal do Ceará, Faculdade de Economia, Administração, Atuária e Contabilidade, Programa de Pós-Graduação em Administração e Controladoria, Fortaleza-CE, 2009.Submitted by Dioneide Barros (dioneidebarros@gmail.com) on 2016-04-18T14:59:20Z No. of bitstreams: 1 2009_dis_pmcastro.pdf: 690895 bytes, checksum: ec4aa3a25124aab2595fc595f194d76b (MD5)
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The main objective of this study was to investigate the predictable relationships between the factors of organizational climate and turn over intention. It was developed with 333 call center’s operators of three companies of charging section in Fortaleza (Ceará). The obtained answers were codified in a spreadsheet of the SPSS program and submitted to different methods of descriptive statistics. The results of the analyses of regression for the general sample revealed that the model explained the amount of employees (18%) that intended to change for another company of other segment and the amount (20%) of the intention of changing for other call centers. The variables “identification with the position” and “identification with the tele-charging service” were significantly responsible for the intention of changing for a company of another segment. On the other hand, the variables “identification with the position”, technical orientation offered by supervisors”, socio-afective support” and “satisfaction with the organization” were significantly responsible for the intention to change to an organization of other segment. It is important to point out that the variables that more interfered in the intention to change for a company of another segment and for the intention of changing for another call center were those belonging to the group of variables of behavioral factor. The conclusions of the study point to the necessity of further studies with similar methods that can increase the knowledge about the relationship between the considered variables in other organizational realities.
O objetivo principal deste estudo foi investigar as relações previsíveis entre os fatores de clima organizacional e intenção de rotatividade. Foi desenvolvido com 333 operadores de call center de três empresas em Fortaleza (Ceará). As respostas obtidas foram classificadas em uma planilha eletrônica do programa de SPSS e submetidas a métodos diferentes de estatísticas descritivas. Os resultados das análises de regressão para a amostra geral revelou que o modelo explicou 18% da intenção de mudar para uma empresa de outro segmento e 20% da intenção de mudar para outro call center. A “identificação com o cargo” e “identificação com o serviço” de telecobrança foi significativamente responsável pela intenção de mudar para uma empresa de outro segmento. Por outro lado, as variáveis “identificação com o cargo”, “orientação técnica fornecida por supervisores”, “apoio socioemocional” e “satisfação com a organização” foram significativamente responsável pela intenção de mudar para outro call center. É importante mostrar que as variáveis que mais interferiram na intenção para mudar para uma companhia de outro segmento e para a intenção de mudar para outro call center eram pertencentes ao grupo de variáveis do fator de comportamento. As conclusões encontradas nesse estudo podem servir como ponto de partida para a necessidade de estudos adicionais com métodos semelhantes que podem aumentar o conhecimento sobre a relação entre as variáveis consideradas em outras realidades organizacionais.
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Streets, Nicole L. "A psycho-social intervention/organizational development plan for a mid-sized call center." Menomonie, WI : University of Wisconsin--Stout, 2006. http://www.uwstout.edu/lib/thesis/2006/2006streetsn.pdf.
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Gião, Paulo Roberto. "Estratégia em Call Centers: analisando o alinhamento com a práticas e tecnologias internas." Pontifícia Universidade Católica de São Paulo, 2006. https://tede2.pucsp.br/handle/handle/1198.
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The call center (CC) industry has presented a rapid growth in many countries, it representing substantive part of workforce in these countries. This growth was stimulated by advances in technology information (IT) and for the nasty fall in data transmission and voice costs that occurred in last two decades due to telecommunications deregulation, meaning good opportunities for customer service centers implementation. This research is part of the Global Call Center Industry Project (GCCIP), a global study involving strategy, performance, human resources, technologies and institutional affairs in a greatest number of countries and call centers, which could provide a more complete vision of this industry. Twenty countries are participating in this project as United States, United Kingdom, Australia, India and Brazil. The coordination of the research in Brazil is in charge of PUC-SP. The main objective of this work is to analyze the strategic alignment among the answered strategy by organizations and their internal practices and utilized technologies in call center sector. Call centers are basically a great amount of people and technologies those are joined trough procedures and processes for the service realization regarding customer center proposal, since customer requests until outbound call for telemarketing operations. To try to identify and confirm the main objective, some hypotheses were elaborated and some variables were selected to confirm or not confirm it. Results showed that the strategic alignment was not found considering the industry as a whole, based on obtained sample. It was done analyzing the complete database e verifying, though advanced statistics methods, if the alignment was presented or not. However, using some additional mathematics and statistics tools, it was verified that some strategic aligned cases can be present in global sample or, at least, better results could be found instead of global database analysis. This can be the main contribution of this dissertation, to identify that strategic alignment can not be found in a complete sector but restricted to specific cases ou maybe predefined small groups
A indústria de call center (CC) tem apresentado um rápido crescimento em muitos países, representando significativa parcela da força de trabalho destes países. Este crescimento foi impulsionado pelos avanços da tecnologia da informação (TI) e pela queda acentuada nos custos de transmissão de dados e voz ocorrida nas duas últimas décadas e a desregulamentação das telecomunicações que significaram redução de custos atraentes para a implantação de serviços de interação com consumidores. Esta pesquisa faz parte do The Global Call Center Industry Project (GCCIP), estudo envolvendo estratégia, desempenho, recursos humanos, tecnologia e questões institucionais em um maior número possível de países que pudesse dar uma visão mais elaborada e completa sobre esta indústria. Vinte países de todos os continentes estão participando deste projeto, entre eles Estados Unidos, Reino Unido, Austrália, Índia e Brasil. No Brasil está sob coordenação da PUC de São Paulo. O objetivo principal deste trabalho é analisar se existe o alinhamento estratégico entre as estratégias declaradas pelas empresas que responderam à pesquisa que dá suporte ao mesmo e as práticas internas e tecnologias adotadas no setor de call centers (CC). Os call centers compõem-se basicamente de pessoas e tecnologias que se agrupam através de procedimentos e processos para a realização de serviços inerentes ao atendimento de solicitações ou realizando chamadas em uma operação de telemarketing que seguem ou definem uma determinada estratégia orientada aos mercados que deseja atender. Para isso foram elaboradas hipóteses e selecionadas variáveis que possam corroborá-las ou não Os resultados mostraram não haver um alinhamento estratégico considerando o setor como um todo, através da amostra obtida. Isso foi feito analisando-se a base de dados completa e verificando-se, através de métodos estatísticos se o alinhamento era observado ou não. No entanto, utilizando-se algumas ferramentas matemáticas e estatísticas adicionais, verificou-se que podem existir casos dentro da amostra, que possuam o alinhamento estratégico desejado, ou pelo menos que possam apresentar resultados bem melhores do que os obtidos ao se analisar a amostra como um todo. Essa acaba sendo a principal contribuição deste trabalho, que o alinhamento estratégico talvez não seja possível de ser identificado considerando-se uma grande amostra, mas sim através de casos específicos ou grupos de casos préselecionados
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Cantrick-Brooks, Bernadine Yvonne Marie. "Trade union joining perceptions from call centre employees /." Access electronically, 2005. http://www.library.uow.edu.au/adt-NWU/public/adt-NWU20061127.111430/index.html.
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Nusshold, Patricio. "Organisation du travail et souffrance psychique dans les activités de service : le cas des centres d'appel en Argentine." Thesis, Paris, CNAM, 2015. http://www.theses.fr/2015CNAM1023/document.
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Cette recherche est le résultat de deux travaux d’analyse de l’activité dans deux centres d’appels téléphoniques en Argentine. Un travail de terrain, ainsi qu'une appréciation de plusieurs autres centres d’appels téléphoniques dans différents pays, auront servi de point de départ pour étudier deux grands axes: d’une part, l’étude des conséquences du travail dans les call centers sur la santé mentale et d’autre part, l'analyse des différentes approches de cette problématique en vue de sa transformation. La psychodynamique du travail et l’ergonomie de l’activité proposent différents regards, aujourd’hui confrontés aux questionnaires d’évaluation des risques psychosociaux. Cette thèse vise à mieux appréhender le lien entre l’organisation du travail, le contenu des tâches et les conséquences pour les travailleurs argentins, et compare ces résultats avec ceux d' autres pays où des investigations similaires ont été menéesThis research is the result of a thorough analysis of the work of two call centers in Argentina. This fieldwork, building on call center visits undertaken in other countries, is the starting point for the study of two main issues. Firstly, the study of the consequences of call center work for mental health. Secondly, the study of different approaches that support the development of ways to improve it such work. Work psychodynamics and activity ergonomics are two disciplines that propose different points of view on these issues. Nowadays, they both find themselves confronted by quantitative scales that seek to measure psychosocial risks. The aim of this thesis is to increase knowledge on the relationship between work organization and tasks content and highlight the consequences for workers in Argentina. The thesis shall also compare results of the study with those found in other countries
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Sankar, Gopal Ravi. "An investigation into a natural language interface for contact centers." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/890.
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Contact centres are the first point of contact between a company and a customer after the purchase of a product or service. These centres make use of contact centre agents to service customer queries. In the past contact centres hired as many agents as they could in order to service customers, which have led to an increase in personnel costs causing contact centres to become costly to run. Automation techniques were introduced to decrease personnel costs and one such technique is the Interactive Voice Response (IVR). The usability of IVR systems is, however, dismal. Customers would rather speak to a contact centre agent than navigate through the menu structure found in these systems. The menu structure has come under scrutiny because it is difficult to use and navigate, is often not aligned to caller usage patterns, and the menu options are long and vague. This research investigated whether a Natural Language Interface (NLI) could alleviate the problems inherent to IVR. NLIs, however, come with their own disadvantages of which the main ones are ambiguity and the loss of context of a conversation. Two prototypes were implemented, one of which resembled an IVR and the other an NLI (using ALICE concepts). An evaluation of two prototypes confirmed the advantages and disadvantages of these concepts in accordance to theory. A Hybrid prototype was proposed with the aid of two models. The model which proposed an NLI using a rule base was chosen for implementation. The Hybrid prototype was then evaluated against the NLI and IVR prototypes to deduce which prototype was the most effective, efficient and satisfying. The evaluation through the aid of descriptive and inferential statistics showed that the Hybrid prototype was the most usable prototype. The evaluation of the Hybrid prototype confirmed that a Hybrid approach could limit the shortcomings of IVR through the elimination of the menu structure found in these systems, thereby allowing users to state their queries in natural language. The incorporated rule base provided the Hybrid system with long term memory, eliminating one of the main disadvantages of NLIs.
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Perez, Kimberlee. "1-800-(Re)Colonize: A Feminist Postcolonial and Performance Analysis of Call Center Agents in India Performing U.S. Cultural Identity." Fogler Library, University of Maine, 2005. http://www.library.umaine.edu/theses/pdf/PerezK2005.pdf.
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Melo, Pedro Lucas de Resende. "Estratégia e processos de gestão em Call Centers próprios e terceirizados no Brasil." Pontifícia Universidade Católica de São Paulo, 2007. https://tede2.pucsp.br/handle/handle/1199.
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This dissertation comes from an international survey on the call center industry. Specifically this dissertation discusses about the strategy and practices of human resources in the call center industry in Brazil. We investigate if a relationship exists among the outsourcing, the strategy of the call center and the allocation of the strategic human resources of those companies in the Brazilian call centers. The following hypothesis are developed: The outsourced call centers are guided to the attendance of a mass segment (H1a), with a strategy targeted to the product/service (H1b). (H2): In the outsourced call centers in which the strategy is targeting to the product/service the main strategic resource is the technology of the information. (H3a): In the in-house call centers in which the strategy is targeting the customer, the main strategic resource it is the human resource. (H3b): In in-house call centers where the strategy is focused in the customer, the attendants receive more intensive trainings. (H3c): In in-house call centers where the strategy is focused in the customer, the attendants have more autonomy in the performance of their activities. Through the multivariate analysis of regression logistics the hypothesis are tested in a sample that represents about 50% of the call centers associated to ABT (Brazilian Association of Tele-Services). The hypothesis are confirmed through the model with high explanation power (R2=46%) showing that the outsourced call centers are guided for mass segments, while in-house call centers are targeted for specific segments using as the main strategic resource the human resources
Esta dissertação é originária de um survey internacional sobre a indústria dos call centers. Especificamente esta dissertação discute a relação entre as estratégias e as práticas de recursos humanos na indústria de call center no Brasil. É investigada a existência de relacionamentos entre terceirização, a estratégia do call center e a alocação estratégica de recursos humanos em todas essas empresas e seus respectivos call centers. As seguintes hipóteses são desenvolvidas: Os call centers terceirizados são orientados para o atendimento de um segmento de massa (H1a), com estratégia focada no produto/serviço (H1b). (H2): Nos call centers terceirizados em que a estratégia é focada no produto/serviço, o principal recurso estratégico é a tecnologia da informação. (H3a): Nos call centers próprios em que a estratégia é focada no cliente, o principal recurso estratégico é o humano. (H3b): Nos call centers próprios em que a estratégia é focada no cliente, os atendentes recebem treinamentos mais intensivos. (H3c): Nos call centers próprios em que a estratégia é focada no cliente, os atendentes tem maior autonomia no desenvolvimento de suas atividades. Por meio da análise multivariada de regressão logística, as hipóteses são testadas em uma amostra que representa cerca de 50% dos call centers filiados à ABT (Associação Brasileira de Telesserviços). As hipóteses são confirmadas por meio do modelo com alto poder de explicação (R2=46%), mostrando que os call centers terceirizados são orientados para segmentos em massa, adotando estratégias focadas no produto/serviço, apoiados por recursos estratégicos provenientes da tecnologia da informação. Enquanto call centers próprios são orientados para segmentos específicos, adotando estratégias focadas no cliente e apoiados por recursos estratégicos provenientes do fator humano
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Cunha, Dienany Pinto Rodrigues da. "Trabalho e saúde: precarização do trabalho dos operadores de telemarketing." Universidade de São Paulo, 2010. http://www.teses.usp.br/teses/disponiveis/59/59137/tde-23102013-162018/.
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O crescimento do setor de serviços e sua representatividade na economia brasileira, tem se mostrado muito consistente. Com especial destaque a telecomunicação, que mostra uma intensa apropriação dos avanços tecnológicos e das repercussões das alterações do molde produtivo do capital. O telemarketing atua como um canal que recebe informações, críticas e sugestões de clientes e divulga produtos e serviços de forma rápida, pelo telefone e estruturase em um diálogo padronizado, que acontece à distância, mas em tempo real. Seu objetivo central é a concretização de negócios, pois as centrais de telemarketing oferecem serviços como novas formas de venda pelo telefone ou atendimento ao cliente. As relações entre operador e usuário se fundamentam em um tipo de trabalho cuja natureza é predominantemente cognitiva e caracterizada pelas funções perceptivas e mentais solicitadas no decorrer do trabalho. Este estudo de caráter qualitativo, objetiva investigar as condições de trabalho dos operadores de telemarketing de uma empresa privada da cidade de Uberlândia- MG, para identificar em que medida as formas de organização do trabalho, às quais estes trabalhadores estão submetidos, interferem em sua saúde, segundo seus próprios depoimentos. Foram entrevistados dez operadores de ambos os sexos, com mais de 18 anos e com no mínimo um ano de contratação. Todas as entrevistas, que foram gravadas, foram realizadas no domicilio dos trabalhadores. A partir dos relatos dos entrevistados foram levantadas as principais queixas de saúde, aqui entendida em seus pelos trabalhadores do setor pesquisado, e estabelecida a sua relação com as condições de trabalho. A reestruturação do modelo produtivo impetrada pelo capital acarretou repercussões funestas nas condições de trabalho e consequentemente na saúde dos trabalhadores. Em especial, os trabalhadores desse setor sofrem com a constante pressão por produtividade a que são submetidos. Os dados revelaram que a intensificação do ritmo de trabalho, o rígido controle exercido aspectos mais amplos, e por isso, envolvendo questões de ordem física e psíquica apresentadas sobre os trabalhadores para o cumprimento de padrões pré-estabelecidos de atendimento dentro de um período de tempo limitado e as condições físicas do ambiente de trabalho, como iluminação, ventilação e condições dos equipamentos acabam por influenciar na saúde desses trabalhadores desencadeando diversos sintomas de ordem física e psíquica.The expansion of the telemarketing sector in the Brazilian economy has been very consistent. Telemarketing shows an intense use of technologic advances and also reflect the consequences of the transformation of the capital´s production way. Telermarketing acts as a channel that receives information, criticism and suggestions from clients, and also, advertises products and services, in a fast way, by phone. It is based in a previously established dialogue, at a distance but in a real time. It´s main objective is to reinforce a relationship between client and business, offering different ways of phone selling and support to the consumers. The relationship between phone operator and client is based on a performance of cognitive nature, caracterized by perceptive and mental aspects during the work. This study, of qualifying aspect, investigates the working conditions of telemarketing operators in a private company in Uberlandia, MG, to identify, in which ways this type of work affects their health, according to their own reports. Data were collected through recorded interviews with 10 telemarketing operators, men and women, over 18 years old and with, at least, one year experience. They were contacted through personal indication. All interviews were performed at their homes. Based on their personal reports, their main health complaints were listed, involving physical, psychological and social aspects, all related to poor work conditions. The capitalism urge a new productive model that brings terrible consequences to work conditions e consequently to general aspects of worker´s health. There is intense pressure on workers for productivity, due to a modern capitalist model, directed toward maximizing efficiency and productivity. Collected data demonstrate that telemarketing operators are experiencing an increase of work load, a rigid control by supervisors on established patterns (script and time limit), and poor physical conditions at workstation, such as inadequate light, ventilation, equipment, which affect their health, increasing risks of physical and psychological disorders.
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Du, Preez Johan Joubert. "Call centre design, operation and optimisation : a structured and scientific based approach." Thesis, Link to the online version, 2008. http://hdl.handle.net/10019/827.
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Young, Susan Caroline. "Factors Affecting the Adoption of New Technology: the case of 311 Government Call Centers." FIU Digital Commons, 2015. http://digitalcommons.fiu.edu/etd/1795.
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Government call centers (311) were first created to reduce the volume of non-emergency calls that were being placed to emergency 911 call centers. The number of 311 call centers increased from 57 in 2008 to about 300 in 2013. Considering that there are over 2,700 municipal government units across the United States, the adoption rate of the 311 centers is arguably low in the country. This dissertation is an examination of the adoption of 311 call centers by municipal governments. My focus is specifically on why municipal governments adopt 311 and identifying which barriers result in the non-adoption of 311 call centers. This dissertation is possibly the first study to examine the adoption of 311 call centers in the United States. The dissertation study has identified several significant factors in the adoption and non-adoption of 311 government call centers. The following factors were significant in the adoption of 311 government call centers: managerial support, financial constraints, organizational responsiveness, strategic plan placement, and technology champion. The following factors were significant barriers that resulted in the non-adoption of a 311 government call center; no demand from citizens, start up costs, annual operating costs, unavailability of funding, and no obvious need for one.If local government entities that do not have a 311 government call center decide to adopt one, this study will help them identify the conditions that need to be in place for successful adoption to occur. Local government officials would first need to address the barriers in setting up the 311 call centers.
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Ferrari, Sidney Carlos. "Abordagens de modelos de filas com abandono para análise de congestão em Call Centers." Universidade Federal de São Carlos, 2016. https://repositorio.ufscar.br/handle/ufscar/8261.
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This work deals with the analysis of queueing systems for Call Centers regarding the possibility of the customer abandon the system before being served, due to his/her impatience. The Call Centers are service organizations that predominantly serve customers by phone calls and are considered a particular kind of Contact Centers that serve their costumers through phone, fax, e-mail, chat, mobile devices and other communication channels. From a business point of view, the main concern on the management of the Call Center is the offer quality service with minimum cost. The perception of the quality of services offered is expressed, by customer, for example, through the abandonment of queue, which is considered one of the most important operational measures to evaluate the performance of a Call Center. This work aims to present and apply analytical queueing models with abandonment, represented by generic probability distributions (particularly mixed distributions), as an effective analysis approach to represent the problem of congestion in Call Center systems and support decisions of dimensioning and operations on these systems. Two studies were conducted with Call Center extracted data of a company located in the countryside of São Paulo State, Brazil and another located overseas, in Israel. The parameters (e.g, arrival rate, service rate, abandonment rate) and some measures of performance (e.g, average waiting time, waiting probability, abandonment probability and traffic intensity) were established based on these data. These sampling measures were equated with the same measures achieved by the analytical queueing models M/M/c+G, M/Gc/1+G and M/G/c+G considered in this research, using the parameters obtained empirically and mixed, Exponential, Fatigue Life, Normal and Lognormal distributions to represent the abandonment (patience) of users. It was observed that in some cases, depending on the considered performance measure, the queueing models with mixed distributions for the abandonment have better results (minor deviations, compared to the real data) than their corresponding with nonmixed distributions. It was observed, also, that independently of the analyzed performance measures, the Call Centers may be represented by a analytical queueing model with a mixed distribution for abandonment times, which behaves better than the others. There were no evidences that the mixed distributions to represent the abandonment times were the best in all analyzed performance measures, but they were always competitive. It was used, also, an experimental model of discrete simulation that properly represents the Call Center in order to check the results of the analytical models and explore alternative scenarios. The same scenarios were considered with the theoretical model and the performance measures achieved by the simulation and by the theoretical models were compared, showing the potential of the use of the approaches based on analytical models with abandonment for the Call Centers analysis.
Este trabalho trata da análise de sistemas de filas para Call Center considerando a possibilidade do cliente abandonar o sistema antes de ser servido, devido a sua impaciência. Os Call Centers são organizações de serviço que predominantemente servem os clientes via chamada telefônica e são considerados um tipo particular dos Centros de Contato, que atendem seus clientes por meio de telefone, fax, e-mail, chat, dispositivos móveis e outros canais de comunicação. Do ponto de vista dos negócios, a principal preocupação na gestão de um Call Center é oferecer serviço de qualidade com mínimo custo. A percepção da qualidade dos serviços oferecidos é manifestada, pelo cliente, por exemplo, por meio do abandono da fila de espera, que é considerado uma das medidas operacionais mais importantes para avaliar o desempenho de um Call Center. O objetivo deste trabalho é apresentar e aplicar modelos analíticos de filas com abandono, representado por distribuições genéricas (particularmente distribuições mistas), como uma abordagem de análise efetiva para representar o problema de congestão em sistemas de Call Centers e apoiar decisões de dimensionamento e operação nesses sistemas. Dois estudos foram conduzidos com dados extraídos do Call Center de uma empresa localizada no interior do Estado de São Paulo e de outro localizado no exterior, em Israel. Os parâmetros (por exemplo, taxa de chegada, taxa de serviço e taxa de abandono) e algumas medidas de desempenho (por exemplo, tempo médio de espera, probabilidade de esperar, probabilidade de abandonar e intensidade de tráfego) são determinadas com esses dados. Essas medidas amostrais são comparadas com as mesmas medidas obtidas por meio dos modelos analíticos de fila M/M/c+G, M/Gc/1+G e M/G/c+G considerados nesse estudo, que utilizam os parâmetros obtidos empiricamente e as distribuições mistas, Exponencial, Fatigue Life, Normal e Lognormal para representar o abandono (paciência) dos usuários. Observou-se como resultado, que em alguns casos, dependendo da medida de desempenho considerada, os modelos de fila com distribuição mista para o abandono têm apresentado resultados melhores (desvios menores em relação aos dados reais) que os seus correspondentes com distribuições não mistas. Observou-se, também, que independentemente das medidas de desempenho analisadas, os Call Centers podem ser representados por um modelo analítico de fila com uma distribuição mista para os tempos de abandono, que se comporta melhor do que os outros. Não houve evidências que as distribuições mistas para representar os tempos de abandono foram as melhores em todas as medidas de desempenho analisadas, mas foram sempre competitivas. Utilizou-se, também, um modelo experimental de simulação discreta, que representa apropriadamente o Call Center, para verificar os resultados dos modelos analíticos e explorar cenários alternativos. Os mesmos cenários foram considerados com o modelo teórico e as medidas de desempenho obtidas pela simulação e pelo modelo teórico foram comparadas, mostrando o potencial do uso de abordagens baseadas em modelos analíticos com abandono para análise de Call Centers.
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Das, Diya. "Globalization and the theater of work exploring identity dynamics in Indian international call centers /." Related electronic resource:, 2007. http://proquest.umi.com/pqdweb?did=1410677881&sid=1&Fmt=2&clientId=3739&RQT=309&VName=PQD.
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Chu, Qiao M. Eng Massachusetts Institute of Technology, and Nisha Palvia. "Enhancing the customer service experience in call centers using preemptive solutions and queuing theory." Thesis, Massachusetts Institute of Technology, 2017. http://hdl.handle.net/1721.1/112874.
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Thesis: M. Eng. in Supply Chain Management, Massachusetts Institute of Technology, Supply Chain Management Program, 2017.Cataloged from PDF version of thesis.
Includes bibliographical references (page 79).
The security alarms services market in the United States delivers hardware equipment and services to homeowners and businesses to help monitor and enhance personal property protection. Customer satisfaction via wait time reduction, first call resolution, and cost minimization are key drivers of success to players in this market. Most companies invest heavily in customer service systems including call centers. Our client, AlarmCo, a top provider of property protection, manages an inbound call center that supports a range of questions from customers who call within thirty days from the alarm installation date. Often, security companies fail to utilize strategic solutions when managing inbound customer call traffic and default to reactive measures which unnecessarily increase customer wait times. The key question the team aims to address in this thesis is: "How can we improve the customer service experience for customers of a major security service provider in the United States?" For this thesis, MIT partnered with OnProcess Technology, a managed services provider specializing in complex, global service supply chain operations, to develop a robust framework to preemptively reduce the number of inbound customer calls, and thereby improve customer service. Using ABC segmentation, the team categorized customers by reason code and demographics. To simulate the client's call center queue, the team calculated the key inputs for the queuing model including average wait time, interarrival rates and number of servers. The team then chose and developed the M/M/n stochastic queuing model for the simulation. The M/M/n queue reflects a simple system with parallel servers, arrivals with a Poisson distribution and service times that are exponentially distributed. Next, the customer segmentation was used to develop targeted preemptive solutions. Taking into account feasibility ratings, the team assigned success rates to each solution and adjusted the inbound call data accordingly. By analyzing the outputs of the simulation before and after adjusting the dataset, the team quantified the impact of preemptive solutions on the call center queue. Ultimately, narrowing to twelve strategic preemptive solutions led to the enhancement of the as-is queuing model by reducing average wait time by up to 35%.
by Qiao Chu and Nisha Palvia.
M. Eng. in Supply Chain Management
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Dean, Alison Mary 1950. "Delivering service quality in call centres : customers' responses and frontline employees' views." Monash University, Dept. of Management, 2004. http://arrow.monash.edu.au/hdl/1959.1/5255.
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Jilani, Khurram. "Performance Analysis of VOIP and VOIP codec with Economical Policy For Call Centers in Pakistan." Thesis, Mittuniversitetet, Avdelningen för informations- och kommunikationssystem, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-23207.
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As information can be sent via various mediums through different channels, visual or vocal communication can also be carried out though various channels such as public switched networks (PSTN) and packet based switched systems which are commonly known as voice over Internet protocol (VOIP). This particular study emphasizes on voice over Internet protocol and its various aspects. Codec is the most important aspect in VOIP communication there is variety of codecs available. In order to have right quality of voice the right codec must be selected. There are various other factors such as bandwidth and right technical infrastructures which are also present and which must be addressed in order to have a better quality of voice over VOIP. Mostly, VOIP is used in companies where a huge volume of voice calls is needed, especially in call centers which deal in offshore sales and support projects. The main factor which make companies and other users interested in VOIP is the financial aspect as, VOIP cuts costs significantly. Every mode which may be utilised for voice communication has its own advantages and disadvantages so user can chose the mode of communication according to what is required. In order to provide the financial and technical advantages of VOIP, various previous studies have been studied, information has been collected from different call centers and a network is simulated using OPNET MODELLER in order to evaluate the performance of VOIP codec as the codec is basically coder as well as decoder, hence it is the basic aspect in order to have a better quality of services (QOS) and quality of voice (QOV).
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Dutra, Renata Queiroz. "Do outro lado da linha : Poder Judiciário, regulação e adoecimento dos trabalhadores em Call Centers." reponame:Repositório Institucional da UnB, 2014. http://repositorio.unb.br/handle/10482/15608.
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Dissertação (mestrado)—Universidade de Brasília, Faculdade de Direito, Programa de Pós-Graduação em Direito, 2014.Submitted by Albânia Cézar de Melo (albania@bce.unb.br) on 2014-05-12T13:01:57Z No. of bitstreams: 1 2014_RenataQueirozDutra.pdf: 2113557 bytes, checksum: 877d113beb7be4313c47759611d2af10 (MD5)
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Essa pesquisa buscou identificar o padrão de regulação do trabalho desenvolvido pelo Tribunal Superior do Trabalho, instância máxima da Justiça do Trabalho, em relação aos trabalhadores de call center do setor de telecomunicações. Devido à condição de precariedade que marca o trabalho nesse setor, buscou-se a resposta dada pelo Poder Judiciário ao destacado quadro de adoecimento dos trabalhadores que nele se ativam. Com isso, pretendeu-se aferir a eficiência ou debilidade da regulação social do trabalho quanto a esse recorte temático e, por consequência, a concretude social dos mandamentos constitucionais de proteção ao trabalho. Os impactos do novo contexto de acumulação flexível, da nova morfologia do trabalho e do avanço do discurso neoliberal na subjetividade dos trabalhadores, na afirmação de suas identidades profissionais e coletivas e na sua integridade biopsíquica foram constatados, em geral, a partir da literatura sociológica disponível. Também foi constatada, a partir das pesquisas empíricas envolvendo trabalhadores de call center, a especial dimensão que o modelo produtivo pós-fordista adquire para esses trabalhadores, notadamente pela sua contratação terceirizada, pelas baixas remunerações, pela alta rotatividade do trabalho no setor, pelas condições de trabalho assediadas e pelos altos índices de adoecimento. Os acórdãos proferidos pelo TST em 23 reclamações trabalhistas envolvendo trabalhadores de call center do setor de telecomunicações que alegaram doenças do trabalho e postularam a reparação judicial dessas lesões à sua saúde, no período de 2005 a 2012, consistiram em objeto principal dessa pesquisa. As decisões analisadas revelaram a dimensão heterogênea do Poder Judiciário trabalhista, que se apresentou como terreno real de disputas entre o discurso empresarial comprometido com a gestão e a reprodução capitalista, envolvidos pela semântica neoliberal, e o discurso constitucional de proteção ao trabalho e de garantia da dignidade dos trabalhadores. Essa polarização ficou demarcada, sobretudo, na discussão a respeito da ilicitude da terceirização de call center dos serviços de telecomunicações. Com relação ao adoecimento, apesar de também demonstrada a heterogeneidade nos julgamentos, o padrão jurisprudencial majoritário identificado revelou que o enfrentamento do adoecimento dos trabalhadores desse setor se apresentou distanciado das premissas constitucionais de proteção ao trabalho. Também indicou uma análise individualizada dos casos de adoecimento, que distancia e desvincula o fenômeno da precarização e dos problemas coletivos associados ao trabalho, e imputa exclusivamente ao trabalhador o ônus de comprovar o nexo de causalidade entre trabalho e doença. Ademais, se identificou a pouca intervenção do TST nos resultados dos julgamentos dos Tribunais Regionais do Trabalho, que foram indistintamente confirmados pela Corte Superior em razão da impossibilidade de revolver fatos e provas. Quanto aos processos de trabalho e às práticas gerenciais que potencialmente tornam o ambiente de trabalho hostil, como o controle do uso de sanitário e a cobrança excessiva de metas, a atuação do TST, majoritariamente, revelou um padrão de “tutela dos excessos”, com tolerância às práticas gerenciais propriamente ditas. Buscou-se, então, a partir da problematização desse padrão regulatório, compreender o caráter paradoxal do Direito do Trabalho dentro de uma sociedade capitalista, e reforçar o horizonte de resistência que ele pode representar para a proteção do trabalho digno e para a valorização social do trabalho que a Constituição de 1988 instituiu. ______________________________________________________________________________ ABSTRACT
The aim of this research was to identify the regulatory pattern of the decisions made by the Superior Labor Court, the highest instance of the Brazilian Labor Justice System, regarding the employees from call centers in the telecommunications sector. Due to the precarious conditions that characterizes the work in this area, we tried to analyze the answers given by the Judiciary in this specific context in order to measure the efficacy or the frailty of the social regulation of work in this specific field, and, as a result, the social efficiency of the Constitutional amendments for work protection. Based on the available literature on sociology, the impacts of the new context of flexible accumulation, of the new morphology of work and the advances of neoliberal ideas on the employee’s subjectivity, on the assurance of their professional and collective identities and on their psychological integrity could be observed. It could also be noted, based on empirical researches involving employees working in call centers, the special dimension that the post-fordist productive model represents to these workers, mainly for their outsourcing, the low wages, the high turnover rates, mobbing and general harassment in the work environment, and the high illness rates. The judgments presented by the Superior Labor Court (TST) in 23 labor complaints in which employees of call centers on the telecommunications sector pleaded occupational illnesses and claimed the judicial amends for their health problems, from 2005 to 2012, constituted the corpus of our research and demonstrated how heterogeneous those decisions were. The Judiciary Labor Branch was unveiled as a real field of dispute between the business discourse committed to the capitalist management and reproduction, involved by neoliberal semantics, and the Constitutional discourse of work protection and reassurance of the employee’s dignity. This polarization was clearly stated, especially in the discussion regarding the wrongfulness of outsourcing employees to work in call centers in this field. Regarding the illnesses, the jurisprudential pattern identified was that, even though it is not homogenous, the way the illnesses of workers in this sector have been dealt is very far from the Constitutional premises of work protection. It indicated individualized analyses of each case, which only make the decisions more estranged from the collective problems related to work and leave the responsibility of providing proof of the relation between work and illness exclusively to the employee. Additionally, only a few interventions of the Superior Labor Court on the judgments made by the Regional Labor Courts (TRTs) could be observed. The decisions have been indiscriminately confirmed due to the impossibility of revolving facts and proofs. In relation to the work process and the practices that create a hostile work environment, such as the control of the use of the toilet and charging employees excessively in order to achieve high goals, the performance of the Superior Court (TST) revealed a pattern that we call “custody of excesses”: being tolerant to all the above mentioned practices. Having in mind the problems resulted from this pattern, we aimed to understand the paradox of Labor Law in a capitalist society, and to reaffirm the resistance it may represent in order to protect a decent work environment and to value the social idea of work that the Constitution of 1988 established.
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Silveira, Sandra Maria. "Organização e uso das bases de informação para o atendimento a clientes em call centers." Universidade Federal de Minas Gerais, 2006. http://hdl.handle.net/1843/VALA-6T7QQE.
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This study opens the discussion on customer support service within the scope of Information Sciences and seeks to understand the phenomenon under the lens of Organization and Use of Information. To this end, its general objective is to analyze the informational process of customer support services rendered at call centers, with a focus on the organization and use of information bases, considering the systematization of parameters that provide subsidies to the creation, maintenance, and validation of customer service scripts. Its specific objectives are: to put customer support service into context within the framework of institutions inside information societies; to characterize customer support service within the context of a specialized information service; to characterize the use of support script bases as the source of information for customer support service; to characterize and verify the information organization processes that provide input for the creation, maintenance, and validation of information bases; to identify information quality attributes that lead to the construction and maintenance of information bases; and to systematize parameters to design information bases in accordance with processes for organizing and using information within the scope of Customer Support Services. In order to reach these goals, the fields with the greatest rate of customer complaints were identified within the services sector, a central activity in the Information Society. Semi-structured interviews were carried out with institution officers and information managers, and questionnaires were presented to the Customer Support Personnel at the three institutions that were researched: a bank, a health care firm and a mobile communications company. To obtain the point-of-view of clients on this information service, a semi-structured interview was carried out with a representative from the governments consumer rights agency PROCON in the city of Belo Horizonte. The theoretical discussion sets the services and units of information, as well as the processes by which information is organized and used, within the scope of call centers; it also seeks to clarify, under the lens of Information Theory, the informational process which takes place at Customer Support Centers. The connection of technical studies with empirical research gave way to the draft of a proposal for a technical norm for organizing information to create and maintain script bases for customer support.Esse estudo inaugura a discussão acerca dos serviços de atendimento aos clientes no âmbito da Ciência da Informação e busca compreender o fenômeno sob o enfoque da Organização e Uso da Informação. Para tanto, tem como objetivo geral analisar o processo informacional dos serviços de atendimento aos clientes realizados em call centers, com o foco na organização e no uso das bases de informação tendo em vista a sistematização de parâmetros para subsidiarem a criação, a manutenção e a validação dos scripts de atendimento. São seus objetivos específicos: contextualizar o serviço de atendimento aos clientes no âmbito das instituições inseridas na Sociedade da Informação; caracterizar o serviço de atendimento aos clientes no contexto de um serviço de informação especializado; caracterizar o uso da base de scripts de atendimento como a fonte de informação para o serviço de atendimento aos clientes; caracterizar e verificar os processos de organização da informação que subsidiam a criação, a manutenção e a validação das bases de informação; identificar atributos de qualidade de informação que orientam à construção e manutenção das bases de informações e sistematizar parâmetros para elaboração das bases de informações em consonância com os processos de organização e uso da informação no âmbito do SAC. Para cumprir esses propósitos foram identificadas dentro do setor de serviços, atividade central na Sociedade da Informação, as áreas com maior índice de reclamações de clientes. Realizaram-se entrevistas semi-estruturadas a responsáveis institucionais e a gestores da informação, bem como foram aplicados questionários aos agentes dos SAC das três instituições pesquisadas: uma instituição bancária, uma prestadora de serviços de saúde e uma operadora de telefonia celular. Para obter o ponto de vista dos clientes sobre esse serviço de informação, realizou-se entrevista semi-estruturada com um representante do PROCON BH. A discussão teórica contextualiza no âmbito dos call centers os serviços e as unidades de informação, os processos de organização e uso da informação, além de, sob a ótica da Teoria da Informação elucidar o processo informacional que ocorre no SAC. A junção dos estudos teóricos com a pesquisa empírica desencadeou a elaboração de uma proposta de norma técnica de organização da informação para a criação e manutenção das bases de scripts de atendimento ao cliente.
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Vasconcelos, Ana Paula Gomes. "Call centers e incomunicação: estudo sobre aceleração do trabalho e padronização do diálogo entre operador e cliente." Pontifícia Universidade Católica de São Paulo, 2013. https://tede2.pucsp.br/handle/handle/4555.
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Previous issue date: 2013-10-09This study intends to analyze how call center companies dialogue with their public, considering, within that universe, customers. Workers in this business sector have to follow a script to talk to customers over the phone, one of the aspects that determine, rather than communication, incommunication. In the conception of Norval Baitello Junior, the script is considered an image. It is observed that, by using it, the call center operator connects to the consumer over the phone, but there is no creation of bonds between them. The company, aiming profit, tries to minimally comply with what the legislation of the sector requires and provides a working environment that impairs fluid and natural communication. This dynamics is analyzed through the concept of work as life, of Dietmar Kamper; by the studies of psychopathology of work, of Christophe Dejours; from the notion of surveillance in Michel Foucault; and by the research of Norval Baitello Junior on how the fact of remaining seated most of the time affects the human body and mind. It was found that many workers suffer, both physically and psychologically, with the constant repetition of the script, and some of them feel unmotivated and incapable of communicating normally in their lives outside of work. It is a cut that is part of the set of today s world dynamics, analyzed by the Theory of the Media, conceived by Harry Pross and Vilém Flusser. The lack of creation of bonds between close people, the accelerated society in cities lacking time and space for all, companies that ratify this way of life, caring less about people and more about profit, are factors that contribute to the condition of incommunicability in society in general and, according to the evaluation of this study, between workers and costumers of call centers
Esta investigação tem como objetivo analisar como empresas de call center dialogam com seu público, considerando, dentro desse universo, os clientes. Os trabalhadores desse segmento empresarial têm de seguir um roteiro para conversar com os clientes pelo telefone, um dos aspectos que determinam, em vez da comunicação, a incomunicação. Considera-se o roteiro uma imagem, na concepção de Norval Baitello Junior. Ao utilizá-lo, observa-se que o operador de call center se conecta ao consumidor, pelo telefone, mas não há criação de vínculo entre ambos. A empresa, visando ao lucro, tenta atender minimamente o que a legislação do setor exige e proporciona um ambiente de trabalho que prejudica a comunicação fluida e natural. Essa dinâmica é analisada por meio do conceito de trabalho como vida, de Dietmar Kamper, pelos estudos de psicopatologia do trabalho, de Christophe Dejours, a partir da noção de vigilância em Michel Foucault e pela investigação de Norval Baitello Junior sobre como o fato de permanecer sentado a maior parte do tempo afeta o corpo e a mente do homem. Constatou-se que muitos trabalhadores sofrem com a repetição constante do roteiro, tanto física como psicologicamente, e alguns deles sentem-se desmotivados e incapacitados de se comunicar normalmente em sua vida fora do trabalho. Trata-se de um recorte que faz parte do conjunto de dinâmicas do mundo atual, analisado pela Teoria da Mídia, pensada por Harry Pross e Vilém Flusser. A falta da criação de vínculos entre as pessoas próximas, a sociedade acelerada em cidades carentes de tempo e espaço para todos, empresas que ratificam esse modo de vida, importando-se menos com as pessoas e mais com a lucratividade, são fatores que contribuem com a condição de incomunicabilidade na sociedade em geral e, segundo avaliação deste estudo, entre trabalhadores e clientes dos call centers
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Liao, Shuang Qing. "Dimensionnement des centres d’appels avec incertitude sur les paramètres d’arrivées." Thesis, Châtenay-Malabry, Ecole centrale de Paris, 2011. http://www.theses.fr/2011ECAP0027/document.
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Au cours des dernières années, les centres d'appels ont été introduits avec succès par de nombreuses entreprises axées sur les services comme les banques et les compagnies d'assurance. Ils deviennent le principal point de contact avec les clients, et une partie intégrante de la majorité des sociétés. L'émergence à grande échelle des centres d'appels a créé une source féconde de problèmes de gestion des opérations. Dans cette thèse, nous nous concentrons sur la question de dimensionnement et définition des emplois du temps dans les centres d'appels. L'objectif de notre travail consiste à développer des analyses qualitatives ainsi que quantitatives, afin de déduire des recommandations utiles aux managers.Nous analysons quatre problèmes qui tiennent compte de l'incertitude sur les paramètres d'arrivée des appels. Le processus d'arrivée des appels est supposé suivre un processus non stationnaire et doublement stochastique avec un taux moyen d'arrivée aléatoire.Dans le premier modèle, nous considérons un centre d’appels avec une seule vacation possible. Les agents traitent en même temps des appels entrants et des tâches de back-office. Ceci permet d’avoir une certaine souplesse pour modifier en temps réel la capacité instantanée de traitement des appels entrants. Nous analysons l'impact de la flexibilité offerte par les charges de travail de back-office.Dans le deuxième modèle, nous considérons un centre d'appels avec plusieurs vacations possibles. Les agents traitent seulement des appels entrants. Dans ce modèle, le dimensionnement initialement établi peut être corrigé au cours de la journée de travail. Nous proposons une approche de programmation stochastique en deux étapes et une approche de programmation réglable robuste pour résoudre le problème d’optimisation. En particulier, nous analysons et montrons l'avantage supplémentaire d'utiliser le réglage dynamique sur les coûts de dimensionnement du centre d’appels. Dans le troisième modèle, nous considérons un autre type d'incertitude supplémentaire, qui est l'incertitude sur la distribution de probabilité d'un paramètre aléatoire. Nous proposons une approche combinant la programmation stochastique et la programmation distributionnellement robuste, et nous évaluons son rendement. Le dernier problème de dimensionnement d’un centre d'appels pour lequel le manager se propose de satisfaire un niveau de service global pour toute la journée au lieu d’un niveau de service objectif par période. Nous permettons également la mise à jour du dimensionnement au cours de la journée. Dans notre analyse, nous montrons en particulier les avantages de l'ajout de la flexibilité de mise à jour, et soulignons l'impact d'avoir une contrainte de service niveau globale sur les performancesIn the past few years, call centers have been introduced with great success by many service-oriented companies such as banks and insurance companies. They become the main point of contact with the customers, and an integral part of the majority of corporations. The large-scale emergence of call centers has created a fertile source of management issues. In this thesis, we focus on the issue of staffing and scheduling of call centers. The objective of our work is to derive both qualitative and quantitative results for practical management.We specifically address the analysis of four problems that take into account the important feature of uncertainty in the call arrival parameters. The call arrival process is assumed to follow a doubly non-stationary stochastic process with a random mean arrival rate.In the first model, we consider a single-shift call center blending inbound calls and back-office jobs. By allowing the possibility of real-time changes in the capacity dealing with inbound calls, we analyze the impact of the flexibility offered by back-office jobs.In the second model, we consider a multi-shift call center with single type of inbound calls, in which the scheduling update is allowed. We propose a two-stage stochastic programming approach and an adjustable robust programming approach to efficiently solve the problem. We also analyze the benefits of using dynamic adjustment on scheduling.In the third model, we consider an additional type of uncertainty, namely the uncertainty on the probability distribution of a random parameter. We propose an approach combining stochastic programming and distributionally robust programming, and evaluate its performance.The last model deals with a call center optimization under a global service level constraint instead of period by period constraints. We again allow scheduling decisions to be updated during the middle of the day. We show the advantages of adding the update flexibility, and point out the impact of having a global service level constraint on performance
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Van, Wyk Dina Elizabeth. "Stressors affecting Employee Assistance Programme personnel within a call centre environment." Diss., Pretoria : [s.n.], 2006. http://upetd.up.ac.za/thesis/available/etd-06052007-114841.
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Roque, Isabel Maria Bonito. "As linhas de montagem teleoperacionais no mundo dos call centers : um retrato local numa moldura transnacional." Master's thesis, FEUC, 2010. http://hdl.handle.net/10316/12832.
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Molholt, Stephanie Anne Leu 1972. "A place to call home: Examining the role of American Indian community centers in urban settings." Thesis, The University of Arizona, 1996. http://hdl.handle.net/10150/291416.
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Assimilation has long been the driving force behind the federal government's policies relating to American Indians. The termination and relocation policies of the 1950s and 1960s exemplify government actions in this area. As a direct result of these two policies there was an influx of American Indians into urban areas. Abandoned by the federal government and facing competition from other minority groups for state services, American Indians began to develop their own service organizations. Urban Indian community centers, many pan-Indian by necessity due to the numerous tribes present in each urban community, were some of the first organizations created. These organizations provided services, support, and a cultural haven. This thesis reviews the history of these policies and their impact on American Indians and concludes with an analysis of research done at the American Indian Community House, New York City, which examines the contemporary role of community centers in urban areas.
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Silva, Luís Fernando Santos Corrêa da. "Relações de trabalho em Call Centers : flexibilidade laboral e perfis sócio-ocupacionais em novo cenário de emprego." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2006. http://hdl.handle.net/10183/8645.
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Este estudo aborda aspectos relacionados às relações de trabalho presentes nas empresas prestadoras de serviços de call center, sobretudo no que se refere à utilização de estratégias de flexibilidade laboral e aos perfis sócio-ocupacionais dos teleoperadores. Nos últimos anos, sobretudo após a privatização das telecomunicações, no Brasil, observa-se significativa expansão do mercado de call centers, sendo o mesmo principal responsável pelo crescimento da quantidade de empregos no setor de serviços. Realizou-se pesquisa empírica em três empresas de call centers, situadas na região metropolitana de Porto Alegre, que operam em diferentes segmentos da atividade econômica. No que se refere aos call centers estudados, a análise dos dados relativos ao perfil sócio-ocupacional dos teleoperadores indica o predomínio de jovens e mulheres, com escolaridade equivalente ao ensino médio completo. A realização de treinamento para o exercício da função é uma norma. Atributos socialmente construídos, como habilidades pessoais e aspectos comportamentais são fundamentais tanto para a contratação, quanto para o desempenho da função de teleoperador. Constatou-se que as relações de trabalho nas empresas investigadas orientam-se, em alguma medida, por estratégias de flexibilidade laboral. Contudo, a efetivação de tais estratégias configura-se de maneira singular em cada uma das empresas investigadas. Na Empresa “Y”, que atua no ramo financeiro, a estratégia de flexibilidade laboral utilizada efetiva-se a partir de polivalência dos teleoperadores no interior de uma mesmo cliente Na Empresa “X”, que presta serviços para uma empresa distribuidora de energia elétrica, a estratégia de flexibilidade laboral utilizada seguiria a lógica da qualidade do atendimento prestado ao cliente. Já a Empresa “Z”, especializada em recuperação de crédito, seguiria a lógica da redução dos custos laborais para as atividades que necessitam de menor especialização. Em relação à posição do teleoperador no processo de trabalho informacional, constatou-se que somente na Empresa “X” seria possível afirmar que os teleoperadores estariam em posição de operadores, executando as tarefas sob iniciativa própria. Na Empresa “Z”, que possuiria o mercado de trabalho interno segmentado em dois níveis, sequer os trabalhadores centrais estariam em posição de operadores. Por fim, observou-se que as relações de trabalho presentes nas empresas investigadas seriam condicionadas sobretudo pelo perfil das empresas, no que se refere às peculiaridades do gerenciamento da força de trabalho, sobrepondo-se a fatores como natureza das operações (se ativas ou receptivas) e segmento de mercado atendido.This study is centered upon the work relations in call-center companies, specially those concerning the strategies of work flexibility and the operators´ occupational and social profiles. Along the past few years, mainly following the privatizing of telecommunications in Brazil, a significant expansion of the call center market can be observed, which is also responsible for the growing number of job vacancies in the service sector. An empirical research was carried out in three different call-center companies located within the urban area of the city of Porto Alegre, all of them operating in different economic realms. As far as the call-center companies researched are concerned, the analysis of the occupational and social profiles of the operators points to a predominance in the number of young people and women, most of whom have coursed secondary education. As a rule, all of them undergo training courses. Other socially constructed features, such as personal skills and behavioral attitudes, are of central importance both for a successful job interview and for a good performance at work. It was confirmed that work flexibility strategies are basic in work relations within the researched companies. However, each company configures such strategies in a particular manner. In company "Y", which works within the financial realm, the work flexibility strategy is configured on the basis of the operators´ polyvalence within one same client. For the "X" company, which operates for an electric energy supplier, the quality of the assistance offered to the client rules the flexibility strategy. For company "Z", on the other hand, which is a specialist in credit recovery, reducing work costs for the activities demanding less specialization is the norm. As to the position of the operators in the process of the informational work, only those working for company "X" can be proved to be in operating positions, that is, developing their activities on the basis of self-motivation. In company "Z", whose internal work market is divided into two levels, not even the main workers can be said to occupy operational positions. Finally, the work relations observed in the three researched companies are conditioned mainly by the profile of the company, as far as the peculiarities of the work force management are concerned, which seems to be more relevant than the nature of the operations performed (whether active or passive) and the target market segment.