Relevant bibliographies by topics / Call centres

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Call centres'

Author: Grafiati
Published: 4 June 2021
Last updated: 20 February 2023

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Journal articles on the topic "Call centres"

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Robinson, George, and Clive Morley. "Running the electronic sweatshop: Call centre managers' views on call centres." Journal of Management & Organization 13, no. 3 (September 2007): 249–63. http://dx.doi.org/10.1017/s1833367200003722.

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AbstractCall centres have been described as ‘electronic sweatshops’ and ‘slave galleons of the twenty first century’ and, contrarily as progressive, team based and career fulfilling work environments. Drawing on data from a survey of call centre managers in Australia, it is shown that there are elements of call centre management with practices from both extremes of the descriptive continuum and in some instances these elements coexist in the one centre. Whilst call centres are managed with a high level of control and the work of call centre agents is subject to intense scrutiny and monitoring, the simplistic notion that they are electronic sweatshops, or that the metaphor of the Panopticon applies, is rejected.
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Robinson, George, and Clive Morley. "Running the electronic sweatshop: Call centre managers' views on call centres." Journal of Management & Organization 13, no. 3 (September 2007): 249–63. http://dx.doi.org/10.5172/jmo.2007.13.3.249.

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AbstractCall centres have been described as ‘electronic sweatshops’ and ‘slave galleons of the twenty first century’ and, contrarily as progressive, team based and career fulfilling work environments. Drawing on data from a survey of call centre managers in Australia, it is shown that there are elements of call centre management with practices from both extremes of the descriptive continuum and in some instances these elements coexist in the one centre. Whilst call centres are managed with a high level of control and the work of call centre agents is subject to intense scrutiny and monitoring, the simplistic notion that they are electronic sweatshops, or that the metaphor of the Panopticon applies, is rejected.
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D'Cruz, Premilla, and Ernesto Noronha. "Technical Call Centres." Global Business Review 8, no. 1 (February 2007): 53–67. http://dx.doi.org/10.1177/097215090600800104.

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Bristow, Gillian, Max Munday, and Peter Gripaios. "Call Centre Growth and Location: Corporate Strategy and the Spatial Division of Labour." Environment and Planning A: Economy and Space 32, no. 3 (March 2000): 519–38. http://dx.doi.org/10.1068/a3265.

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The authors contribute to the developing literature on call centres by providing detailed empirical evidence on the spatial unevenness in the distribution of call centre activity. They argue that the driving forces of call centre growth, whether as the rationalisation of back-office functions or as entirely new entities, have been corporate strategy and the pursuit of low-cost competitive advantage. Thus, although technological developments at the heart of call centre operations render them relatively ‘footloose’ in locational terms, the search for specific characteristics makes certain regions (and parts of regions) more attractive than others. By using a sample database of call centres, the authors describe the characteristics of call centres in the United Kingdom in terms of size, sector, and spatial distribution. They then attempt to explain the determinants of call centre location at the county level through a multiple regression analysis. The results indicate that there is a propensity to site call centres close to existing concentrations of allied activity, with preferences for densely populated areas mediated by needs to maintain employee access and avoid staff turnover problems. This has important implications for the spatial division of labour, with call centre growth likely to reinforce existing spatial unevenness in employment in key service activities. The authors conclude by considering the implications of these findings for contemporary urban and regional development, as well as providing a number of suggestions for future research.
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Costa, Hermes Augusto, and Elizardo Scarpati Costa. "Precariousness and call centre work: Operators’ perceptions in Portugal and Brazil." European Journal of Industrial Relations 24, no. 3 (October 27, 2017): 243–59. http://dx.doi.org/10.1177/0959680117736626.

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We present comparative research on operators’ perceptions of the work process in two telecommunications call centres, one in Portugal and the other in Brazil. We argue that, despite the different pace of economic performance in recent years in Portugal and Brazil, there is a common trend towards casualization. Despite differences between the two call centres, both case studies show a process that imposes standardized behaviour. By exploring the subjective perceptions of call centre operators, we contribute to the ‘pessimistic’ (but probably more realistic) strand of literature on call centre work.
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Crone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of Management & Organization 9, no. 3 (January 2003): 62–76. http://dx.doi.org/10.1017/s1833367200004715.

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ABSTRACTWhile there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and commitment to employee motivation.Using data collected through a mail questionnaire survey of telephone call centres operating in a range of industries in Australia, the paper explores the effect of compensation practices on employee performance, absenteeism and turnover. Following a review of the literature on call centre management and the literature on compensation strategies, the findings are presented. Key findings include: a) a significant negative correlation between annual salary and the number of calls handled by full-time customer service representatives (CSRs); b) a significant positive correlation between casual CSRs' pay rates and turnover; c) a significant negative correlation between full-time CSRs' pay and absenteeism; d) a highly significant difference between the compensation strategies currently practiced in Australian call centres and the strategies call centre managers think should be practiced and e) Australian call centre managers report their compensation strategies are not very effective in increasing performance or employee satisfaction.
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Crone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of the Australian and New Zealand Academy of Management 9, no. 3 (January 2003): 62–76. http://dx.doi.org/10.5172/jmo.2003.9.3.62.

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ABSTRACTWhile there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and commitment to employee motivation.Using data collected through a mail questionnaire survey of telephone call centres operating in a range of industries in Australia, the paper explores the effect of compensation practices on employee performance, absenteeism and turnover. Following a review of the literature on call centre management and the literature on compensation strategies, the findings are presented. Key findings include: a) a significant negative correlation between annual salary and the number of calls handled by full-time customer service representatives (CSRs); b) a significant positive correlation between casual CSRs' pay rates and turnover; c) a significant negative correlation between full-time CSRs' pay and absenteeism; d) a highly significant difference between the compensation strategies currently practiced in Australian call centres and the strategies call centre managers think should be practiced and e) Australian call centre managers report their compensation strategies are not very effective in increasing performance or employee satisfaction.
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Miller, Noleen, and Rozenda Hendrickse. "Differences in call centre agents’ perception of their job characteristics, physical work environment and wellbeing." Problems and Perspectives in Management 14, no. 1 (March 2, 2016): 51–63. http://dx.doi.org/10.21511/ppm.14(1).2016.06.

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Orientation: job characteristics and physical work environment of call centres have an impact on the wellbeing of call centre agents. Research purpose: the aim of this study is to determine whether there are differences in male and female call centre agents’ perception of their job characteristics, physical work environment and wellbeing. The study also aims to investigate whether there is a significant relationship between the wellbeing problems encountered by call centre agents and the job characteristics and physical work environment factors. Motivation for the study: wellbeing in call centres is a concern and therefore necessitates a study in understanding the factors of the work environment that negatively impact the wellbeing of call centre agents. Research design, approach and method: a quantitative research approach was employed to gather the data for the study, utilizing a structured questionnaire. The sample (n = 275) consisted of call centre agents from four companies situated in the Cape Metropole. Main findings: call centre agents had the same perceptions of their job characterises. Differences in perception were found with the physical work environment and wellbeing. Significant relationships between job characteristics, physical work environment and wellbeing were found. Contribution/value-add: the study contributes to the literature and knowledge of the workplace environment and wellbeing of call centre agents
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Jaaron, Ayham A. M., and Chris J. Backhouse. "Value-Adding to Public Services Through the Adoption of Lean Thinking." International Journal of Service Science, Management, Engineering, and Technology 2, no. 3 (July 2011): 33–50. http://dx.doi.org/10.4018/jssmet.2011070103.

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This paper describes an investigation into alternative management models applied to public call centres operations with the aim of delivering significant added value to the overall public firm. Call centres offer significant potential for value creation. However, in practice they are often created as mechanistic organisations and managed in such a way is to inhibit value creation. An investigation in a UK city council was carried out through the means of a case study using both qualitative and quantitative methods to collect data from directors, middle-managers and employees to evaluate the development of a lean thinking type of call centre. The results indicate that by implementing the lean thinking approach to the design of call centre service operations significant, but often counter-intuitive, benefits can be created. Lean thinking was found to yield improvements in service performance, value work productivity, and employees’ affective commitment. Evidence on lean value-added to the public call centres is very limited, this paper addresses this shortcoming.
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Fatima, Syeda Zain, and Hafiza Iram Naseem. "Determinants of Call Centre Employee’s Turnover in Pakistan - An Exploratory Study." Archives of Business Research 9, no. 3 (April 1, 2021): 217–24. http://dx.doi.org/10.14738/abr.93.9888.

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The purpose of this study was to find the determinants of call centre employee’s turn over in Pakistan. This study would answer Why employees quit call centres job in Pakistan and does not last for long. Little is known about the employs experience and real issue, that why did they quit. Eight employees were interviewed who have worked in the call centres. The interviews were qualitative and were analysed by drawing on the phenomenological method. The employees revealed that there are limited career opportunities in the call centres. Most participants stated that time schedule, stressed working environment and excessive work load were that major factor which urged them to quit the job too early. Participants stated the time schedule as a major factor which negatively impacted on their social and personal lives. In conclusion, this research provides the basis for human resource management to work on the real factor which spark the employee turnover in call centres of Pakistan.
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Dissertations / Theses on the topic "Call centres"

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Chassioti, Efthimia. "Queueing models for call centres." Thesis, Lancaster University, 2005. http://eprints.lancs.ac.uk/53535/.

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This research develops and evaluates queueing models that can be used to model characteristics of basic call centres, i.e. multi-server systems with time-dependent arrival rates, general service time distribution and state-dependent abandonments on arrival (balking). The discrete-time modelling approach which has previously been used for modelling the time-dependent behaviour of multi-server queues is extended to incorporate state-dependent balking. Pure birth state-dependent arrival processes are studied for different arrival rates and are extended for the case of a recurrent arrival rate. Two approximations are introduced to model time-dependent systems with state-dependent balking. These approximations are proved to bound the actual solution for M(t,n)/D/s systems. A simulation model for systems with state-dependent balking is developed. Empirical tests versus this model show that the two approximations provide bounds of controllable accuracy. The performance of systems with balking is studied. Results show insensitivity to the service time distribution. The pointwise stationary approximation (PSA) generally performs well for these systems. A simple formula to estimate the mean number in the system is derived for busy systems with balking. Insights potentially useful to call centre management are reported.
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Barnes, Nina. "The retention factors of call centre agents at a financial institution in the Western Cape." Thesis, University of the Western Cape, 2013. http://hdl.handle.net/11394/4566.

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Magister Commercii (Industrial Psychology) - MCom(IPS)
The aim of the study was to identify the retention variables highlighted as most important by call centre agents at a financial institution in the Western Cape. In addition, to assess which of the independent variables they place more importance on; and to determine whether differences exist between the retention variables highlighted as most important by the respective age and gender groups.
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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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Collin-Jacques, Caroline. "Professional labour in call centres : a comparative study of nurse call centres in England and Quebec (Canada)." Thesis, Royal Holloway, University of London, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.407187.

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Bettesworth, Fiona. "Factors influencing performance of call centre agents : a study of a South African outsourced call centre." Diss., University of Pretoria, 2009. http://hdl.handle.net/2263/23840.

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This paper explores the factors influencing performance of call centre agents in a South African outsourced call centre in the motor industry, specifically in respect of organisational identification, job satisfaction and emotions at work. The ability to compete in the global economy will become increasingly reliant on the ability of organisations to satisfy the needs of customers. As organisations outsource the call centre element of their businesses to dedicated call centre providers, these call centre providers will need to become even more competitive. This ability to compete relies on their ability to increase productivity for financial control, whilst increasing their ability to satisfy the customers of organisations they represent. This cannot be done without correctly identifying the factors that drive work performance in call centre agents. The data were collected via a self-completed questionnaire based survey conducted among agents of a South African outsourced customer service centre, which interacts with the customers of a large motor manufacturer. The findings indicate that work performance is not directly correlated with organisational identification, job satisfaction or emotions at work, but these factors remain essential to the competitiveness of the organisation in respect of retention of the highest performers, and cannot be ignored. Positive emotions of call centre agents require further investigation as a driver of work performance, in respect of inherent positive well-being of workers and external factors that might influence positive well-being.
Dissertation (MBA)--University of Pretoria, 2009.
Gordon Institute of Business Science (GIBS)
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Janse, van Rensburg Yolandi-Eloise. "Engagement in call centres : exploring eliciting factors." Thesis, Stellenbosch : University of Stellenbosch, 2010. http://hdl.handle.net/10019.1/5193.

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Thesis (MComm (Industrial Psychology))--University of Stellenbosch, 2010.
ENGLISH ABSTRACT: Researchers have labelled call centres as the modern equivalent of the ‘factory sweatshops’ of the industrial era, and refer to them as the ‘satanic mills of the 21st century’. A review of the literature revealed the lack of employee engagement amongst call centre representatives (CCRs) to be a central concern in this fast-emerging global industry. Consequently, the current study was undertaken to identify and investigate various antecedents of employee engagement. The objective of the study was, firstly, to gauge the level of employee engagement amongst a sample of CCRs in South Africa and, secondly, to track the paths through which salient antecedents affect this engagement. More specifically, the relationships between sense of coherence (SOC), leadership effectiveness (LE), team effectiveness (TE) and employee engagement (E) were investigated. A quantitative research approach was followed whereby a positive psychology paradigm underpinned the examination of specific personal and job resources that could enhance engagement within the call centre environment. A cross-sectional survey design was used and a non-probability convenient sample of 215 CCRs was selected. The measuring instruments comprised the Utrecht Work Engagement Scale of Schaufeli and Bakker (2003) to measure engagement, the Team Diagnostic Survey of Wageman, Hackman and Lehman (2005) to measure team effectiveness, the Leadership Practices Inventory of Kouzes and Posner (2001) to gauge leadership effectiveness, and the Orientation to Life Questionnaire of Antonovsky (1987) to measure sense of coherence. A series of structural equation modelling analyses were performed. Contrary to the ‘electronic sweatshop’ image and its attendant symptoms of depression, emotional exhaustion, anxiety, demotivation and dissatisfaction attached to call centre jobs (depicted in the literature), the results show a high level of employee engagement for the CCRs in the sample. Also, personal resources, such as SOC, and job resources, such as TE, related significantly to E. A non-significant relationship was found to exist between LE and E. The implications of the results for the practice of human resource management in call centres are elaborated upon.
AFRIKAANSE OPSOMMING: Oproepsentrums is al deur navorsers bestempel as die moderne ekwivalent van die ‘hongerfabrieke’ van die industriële tydvak, en as die ‘sataniese meule van die 21ste eeu’. ‘n Oorsig van die literatuur toon dat die gebrek aan werknemerverbintenis onder oproepsentrumverteenwoordigers (call centre representatives (CCRs)) ‘n sentrale kommer is in hierdie vinnig ontluikende globale bedryf. Gevolglik is hierdie studie onderneem om die verskillende antesedente van werknemerverbintenis te ondersoek. Die doelwit van hierdie studie was eerstens om die vlak van werknemerverbintenis in ‘n steekproef van oproepsentrumverteenwoordigers in Suid-Afrika te meet, en tweedens om die weë waardeur die pertinente antesedente hierdie verbintenis beïnvloed, op te spoor. Meer spesifiek is die verhoudings tussen samehangsin (sense of coherence (SOC)), leierskapdoeltreffendheid (leadership effectiveness (LE)), spandoeltreffendheid (team effectiveness (TE)) en die werknemer se verbintenis (engagement (E)) ondersoek. ‘n Kwantitatiewe navorsingsbenadering is gebruik in terme waarvan ‘n positiewe sielkundige paradigma die ondersoek van spesifieke persoonlike en werkhulpbronne onderstut het wat verbintenis in die oproepsentrum-omgewing kon verhoog. ‘n Deursnee- opname-ontwerp is gebruik en ‘n nie-waarskynlikheidsgerieflikheidsteekproef van 215 oproepsentrumverteenwoordigers is geselekteer. Die meetinstrumente het die volgende behels: die Utrecht Work Engagement Scale van Schaufeli en Bakker (2003) om verbintenis te meet; die Team Diagnostic Survey van Wageman, Hackman en Lehman (2005) om spandoeltreffendheid te meet; die Leadership Practices Inventory van Kouzes en Posner (2001) om leierskapdoeltreffendheid te meet; en die Orientation to Life Questionnaire van Antonovsky (1987) om samehangsin te meet. ‘n Reeks ontledings van struktuurvergelykingsmodellering is uitgevoer. In teenstelling met die beeld van ‘n ‘elektroniese hongerfabriek’ en die gepaardgaande simptome van neerslagtigheid, emosionele uitputting, angstigheid, demotivering en ontevredenheid wat met werk in oproepsentrums gepaard gaan (soos in die literatuur uitgebeeld), toon die resultate ‘n hoë vlak van werknemerverbintenis vir die oproepsentrumverteenwoordigers in hierdie steekproef. Persoonlike hulpbronne soos samehangsin, en werkhulpbronne soos spandoeltreffendheid, het ‘n noemenswaardige verband met verbintenis getoon. ‘n Nie-betekenisvolle verhouding is gevind tussen leierskapdoeltreffendheid en verbintenis. Die implikasies van die uitslae vir die menslike hulpbronnepraktyk in oproepsentrums word ook bespreek.
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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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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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Barnes, Alison Kate School of Industrial Relations &amp Organisational Behaviour UNSW. "'The centre cannot hold': resistance, accommodation and control in three Australian call centres." Awarded by:University of New South Wales. School of Industrial Relations and Organisational Behaviour, 2005. http://handle.unsw.edu.au/1959.4/22026.

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Drawing upon case studies of three organisations operating six call centres in Australia, this thesis explores the manifestations and interplay of employee resistance and accommodation in response to five facets of employer control: electronic monitoring; repetitious work; emotional control; the built environment; and workplace flexibility. Accommodation refers to the ways workers protect themselves from and adapt to the pressures that make up their day-to-day experiences of work. Accommodation, unlike resistance, which implies opposition to control, may superficially resemble consent to control. I argue that resistance and accommodation are not polar opposites; rather they are both reflections of the conflict and tensions that lie at the heart of the employment relationship. At the study sites, employees utilised resistance and accommodation both separately and concurrently. An explanation of these seemingly contradictory responses and of the links among accommodation individual resistance and collective resistance lies in the concept of ???self???. In this thesis, ???self??? refers to workers??? perceptions of fairness, dignity and autonomy. I examine how these notions frame worker discontent and promote employee solidarity. ???Everyday resistance???, a concept first developed by Scott (1985) in relation to peasant struggles, is employed to highlight the existence of subterranean struggles in workplaces that otherwise appear to be harmonious. At the study sites, everyday resistance was a multi-faceted, widely employed strategy whose strength lay primarily in its immediate impact. There was, however, no necessary sequential development from accommodation, through everyday resistance to overt, formal forms of conflict. What was evident was that multiple responses to employer control could co-exist and inhibit or promote one another. But it was through organised collective resistance that more formalised gains were made and widely held grievances addressed. I suggest that, although everyday resistance may lay the groundwork for more formal struggles, one should not conclude that traditional collective resistance is ???genuine??? resistance and everyday resistance is simply a second-best prelude to it. Although conflict is always present, its intensity differs. If we are to understand the complexity of worker responses to managerial control, we need to expand the theoretical frameworks within which we analyse and interpret conflict.
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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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Books on the topic "Call centres"

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Joanna, Reeves, Proudfoot Consulting (Europe) Ltd, and Confederation of British Industry, eds. Call centres. London: Caspian, 2000.

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Clarke, Keith. Customer call centres report. London: Cambridge MarketIntelligence, 1995.

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Union, Communication Workers. Call centres best practice. London: CWU, 2002.

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Bain, Peter. Call centres in Scotland: An overview. Glasgow: Scottish Low Pay Unit, 1999.

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Ltd, Collinson Grant Consultants. Achieving excellence in call centres. Manchester: Collinson Grant Consultants Ltd, 2000.

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Executive, Scotland Scottish. Benchmarking and definitions within contact centres. Edinburgh: Scottish Executive, 2003.

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Services, Incomes Data. Pay and conditions in call centres. London: Incomes Data Services Ltd., 2001.

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Deery, Stephen, and Nicholas Kinnie, eds. Call Centres and Human Resource Management. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805.

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Office, National Audit. Using call centres to deliver public services. London: Stationery Office, 2002.

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Bradshaw, David. Next generation call centres: CTI, voice and the Web. London: Ovum, 1999.

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Book chapters on the topic "Call centres"

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Papadongonas, Panos, and Niels Beerepoot. "Beyond call centres." In Globalisation and Services-driven Economic Growth, 207–22. Abingdon, Oxon ; New York, NY : Routledge, 2017.: Routledge, 2016. http://dx.doi.org/10.4324/9781315585055-12.

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Richardson, Helen J. "CRM in Call Centres." In Organizational Information Systems in the Context of Globalization, 69–83. Boston, MA: Springer US, 2003. http://dx.doi.org/10.1007/978-0-387-35695-2_5.

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van Klaveren, Maarten, Kea Tijdens, and Denis Gregory. "Finance and Call Centres." In Multinational Companies and Domestic Firms in Europe, 157–88. London: Palgrave Macmillan UK, 2013. http://dx.doi.org/10.1057/9781137375926_5.

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van den Broek, Diane. "Call to Arms? Collective and Individual Responses to Call Centre Labour Management." In Call Centres and Human Resource Management, 267–83. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_12.

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Holman, David. "Employee Well-being in Call Centres." In Call Centres and Human Resource Management, 223–44. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_10.

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Deery, Stephen, and Nicholas Kinnie. "Introduction: The Nature and Management of Call Centre Work." In Call Centres and Human Resource Management, 1–22. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_1.

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Gollan, Paul J. "All Talk But No Voice: Non-union Employee Representation in Call Centre Work." In Call Centres and Human Resource Management, 245–66. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_11.

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Batt, Rosemary, and Lisa Moynihan. "The Viability of Alternative Call Centre Production Models." In Call Centres and Human Resource Management, 25–53. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_2.

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Fernie, Sue. "Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?" In Call Centres and Human Resource Management, 54–74. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_3.

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Houlihan, Maeve. "Tensions and Variations in Call Centre Management Strategies." In Call Centres and Human Resource Management, 75–101. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_4.

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Conference papers on the topic "Call centres"

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Adetunji, A., A. Shahrabi, H. Larijani, and M. Mannion. "Performance Comparison of Call Routing Algorithms over Virtual Call Centres." In 2007 IEEE 18th International Symposium on Personal, Indoor and Mobile Radio Communications. IEEE, 2007. http://dx.doi.org/10.1109/pimrc.2007.4394193.

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Arthur, Ronald Esare, Douglas Tetteh Ayitey, Amevi Acakpovi, Albert Koomson, and Isaac Eric Buah. "Innovative Nurse call System For Patients in Healthcare Centres." In 2019 International Conference on Computer, Data Science and Applications (ICDSA). IEEE, 2019. http://dx.doi.org/10.1109/icdsa46371.2019.9404232.

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"A REVIEW OF NOISE EXPOSURE IN UK CALL CENTRES." In ACOUSTICS 2020. Institute of Acoustics, 2020. http://dx.doi.org/10.25144/13322.

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"A REVIEW OF NOISE EXPOSURE IN UK CALL CENTRES." In ACOUSTICS 2020. Institute of Acoustics, 2020. http://dx.doi.org/10.25144/13322.

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Adetunji, A., and H. Larijani. "Routing with a bandwidth based algorithm in virtual call centres." In NOMS 2008 - 2008 IEEE Network Operations and Management Symposium. IEEE, 2008. http://dx.doi.org/10.1109/noms.2008.4575195.

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Mathew, Benny, and Manoj K. Nambiar. "A Tutorial On Modelling Call Centres Using Discrete Event Simulation." In 27th Conference on Modelling and Simulation. ECMS, 2013. http://dx.doi.org/10.7148/2013-0315.

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"COMPARISON OF METAHEURISTICS FOR WORKFORCE DISTRIBUTION IN MULTI-SKILL CALL CENTRES." In International Conference on Evolutionary Computation. SciTePress - Science and and Technology Publications, 2010. http://dx.doi.org/10.5220/0003083503520357.

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Venugopal, Srikumar, Han Li, and Pradeep Ray. "Auto-scaling emergency call centres using cloud resources to handle disasters." In 2011 IEEE 19th International Workshop on Quality of Service (IWQoS). IEEE, 2011. http://dx.doi.org/10.1109/iwqos.2011.5931344.

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Pais, Leonor. "AFFECTIVE AND CONTINUANCE COMMITMENT IN CALL CENTRES: VALIDATION OF MEYER AND ALLEN QUESTIONNAIRE." In SGEM 2014 Scientific Conference on PSYCHOLOGY AND PSYCHIATRY, SOCIOLOGY AND HEALTHCARE, EDUCATION. Stef92 Technology, 2014. http://dx.doi.org/10.5593/sgemsocial2014/b11/s1.002.

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Cuesta Medina, Liliana, and Claudia Patricia Alvarez. "Fostering collaboration in CALL: Benefits and challenges of using virtual language resource centres." In EUROCALL 2014. Research-publishing.net, 2014. http://dx.doi.org/10.14705/rpnet.2014.000194.

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Reports on the topic "Call centres"

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McIntyre, Phillip, Susan Kerrigan, and Marion McCutcheon. Australian Cultural and Creative Activity: A Population and Hotspot Analysis: Albury-Wodonga. Queensland University of Technology, 2020. http://dx.doi.org/10.5204/rep.eprints.206966.

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Albury-Wodonga, situated in Wiradjuri country, sits astride the Murray River and has benefitted in many ways from its almost equidistance from Sydney and Melbourne. It has found strength in the earlier push for decentralisation begun in early 1970s. A number of State and Federal agencies have ensured middle class professionals now call this region home. Light industry is a feature of Wodonga while Albury maintains the traditions and culture of its former life as part of the agricultural squattocracy. Both Local Councils are keen to work cooperatively to ensure the region is an attractive place to live signing an historical partnership agreement. The region’s road, rail, increasing air links and now digital infrastructure, keep it closely connected to events elsewhere. At the same time its distance from the metropolitan centres has meant it has had to ensure that its creative and cultural life has been taken into its own hands. The establishment of the sophisticated Murray Art Museum Albury (MAMA) as well as the presence of the LibraryMuseum, Hothouse Theatre, Fruit Fly Circus, The Cube, Arts Space and the development of Gateway Island on the Murray River as a cultural hub, as well as the high profile activities of its energetic, entrepreneurial and internationally savvy locals running many small businesses, events and festivals, ensures Albury Wodonga has a creative heart to add to its rural and regional activities.
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Phillips, Joseph A. Naval Hospital Pensacola Nurse Call Center. Fort Belvoir, VA: Defense Technical Information Center, May 2005. http://dx.doi.org/10.21236/ada443984.

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Vogel, Whitney. "To Call or Not to Call?" The Impact of Supervisor Training on Call Center Employee Attitudes and Well-Being. Portland State University Library, January 2000. http://dx.doi.org/10.15760/etd.7115.

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Oster, Emily, and M. Bryce Millett. Do Call Centers Promote School Enrollment? Evidence from India. Cambridge, MA: National Bureau of Economic Research, April 2010. http://dx.doi.org/10.3386/w15922.

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Quinn, James M. Call-Center Based Disease Management of Pediatric Asthmatics. Fort Belvoir, VA: Defense Technical Information Center, April 2004. http://dx.doi.org/10.21236/ada429099.

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Pitt, Edward. Economic Analysis of the Integrated Call Center Project. Fort Belvoir, VA: Defense Technical Information Center, October 1997. http://dx.doi.org/10.21236/ada331004.

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Pitt, Edward. Economic Analysis of Customer Service Call Center Project. Fort Belvoir, VA: Defense Technical Information Center, October 1997. http://dx.doi.org/10.21236/ada331093.

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Federspiel, C. C., G. Liu, M. Lahiff, D. Faulkner, D. L. Dibartolomeo, W. J. Fisk, P. N. Price, and D. P. Sullivan. Worker performance and ventilation: Analyses of individual data for call-center workers. Office of Scientific and Technical Information (OSTI), April 2002. http://dx.doi.org/10.2172/795377.

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Chang, Tom, Joshua Graff Zivin, Tal Gross, and Matthew Neidell. The Effect of Pollution on Worker Productivity: Evidence from Call-Center Workers in China. Cambridge, MA: National Bureau of Economic Research, June 2016. http://dx.doi.org/10.3386/w22328.

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Armas, Elvira, Gisela O'Brien, Magaly Lavadenz, and Eric Strauss. Rigorous and Meaningful Science for English Learners: Urban Ecology and Transdisciplinary Instruction. CEEL, 2020. http://dx.doi.org/10.15365/ceel.article.2020.1.

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This article describes efforts undertaken by two centers at Loyola Marymount University—the Center for Equity for English Learners (CEEL) and the Center for Urban Resilience (CURes)—in collaboration with five southern California school districts to develop and implement the Urban Ecology for English Learners Project. This project aligns with the 2018 NASEM report call to action to (1) create contexts for systems- and classroom-level supports that recognizes assets that English Learners contribute to the classroom and, and (2) increase rigorous science instruction for English Learners through the provision of targeted program models, curriculum, and instruction. The article presents project highlights, professional learning approaches, elements of the interdisciplinary, standards-based Urban Ecology curricular modules, and project evaluation results about ELs’ outcomes and teachers’ knowledge and skills in delivering high-quality STEM education for ELs. The authors list various implications for teacher professional development on interdisciplinary instruction including university partnerships.
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