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Tesi sul tema "Call centres"

Autore: Grafiati
Pubblicato: 4 giugno 2021
Ultima modifica: 20 febbraio 2023

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1

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. Tw
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2

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)<br>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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3

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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4

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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5

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 the
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6

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.<br>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 w
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7

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 ins
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8

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
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9

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 cont
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10

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‐ski
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11

Chen, Jianrong. "An architecture for agent-oriented virtual inhabited call centres." Thesis, Oxford Brookes University, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.250511.

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12

Matos, Patricia R. M. A. "Precarious labour in Portuguese call centres : an anthropological study." Thesis, Goldsmiths College (University of London), 2010. http://research.gold.ac.uk/6531/.

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This thesis explores the themes of alienation and exploitation within the Portuguese call centre sector by focusing on the nature of value-creation in the organisation of labour, the effects this regime has on workers’ consciousness and agency, and how these effects are expressed in terms of class, gender and age. These questions are examined within the broader political and economic context. In recent years the ‘call centre domain’ in Portugal has been transformed into the main symbol of precariedade laboral (labour precariousness). The categories of trabalho precário (precarious labour), tra
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13

Basi, Jatinder Kaur Tina. "Globalisation and transnational Indian call centres : constructing women's identities." Thesis, University of Leeds, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.421339.

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14

Gordi, Michelle Romilla. "Job satisfaction of call centre representatives." Thesis, University of the Western Cape, 2006. http://etd.uwc.ac.za/index.php?module=etd&amp.

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The aim of the study is to prove that a correlation exist between job satisfaction and the levels of absenteeism, turnover, performance and customer satisfaction. Data were collected using the Job Satisfaction Survey which is a self-administered questionaire to measure job satisfaction of call centre representatives. Additional data were collected using the company's existing measures for measuring absenteeism, turnover, performance and customer satisfaction. The study found a relationship between job satisfaction and performance, between job satisfaction and turnover and between job satisfact
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15

Chicu, Doriana. "Employees and customers in call centres: confirmatory and exploratory study." Doctoral thesis, Universitat Rovira i Virgili, 2015. http://hdl.handle.net/10803/396290.

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Aquest estudi tracta de connectar les disciplines de RH i Màrqueting, i examina el model de service-profit chain (SPC) en el sector de Call Centre, caracteritzat per un servei remot i un negoci basat en la reducció de costos. Les dades s'han col·lectat del Projecte "Global Call Center Project". Hem realitzat dos estudis. En el primer estudi (confirmatori) s'ha emprat una mostra internacional (n = 937). En el segon estudi (exploratori) vam utilitzar una mostra espanyola (n = 109). Els resultats revelen que el model SPC té una aplicació diferent en els call centres. Encara que a nivell general
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16

Smith, Marisa Kay. "Innovation activities in call and contact centres : an exploratory study." Thesis, University of Strathclyde, 2009. http://oleg.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=11807.

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17

Strydom, Aletta Sofia Louisa. "On assessing performance management systems in South African call centres." Thesis, Unisa, 2005. http://hdl.handle.net/10500/153.

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The research aims to establish a framework whereby performance management systems can be assessed in terms of its effectiveness. The industry in which research is conducted is the call centre industry in South Africa.<br>The field of Performance Management is receiving more attention today than ever before. This is due to the fact that many companies are becoming more and more frustrated by the ‘disconnect’ that exists between formulating their strategy and successful delivery against it. The aim of this research is to determine how performance is managed in organisations, but more importan
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18

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 individu
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19

McGuire, Treasure Madeleine. "Consumer medicines call centres : a medication liaison model of pharmaceutical care /." [St. Lucia, Qld.], 2005. http://www.library.uq.edu.au/pdfserve.php?image=thesisabs/absthe18728.pdf.

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20

Holdsworth, Lynn. "Empowerment,satisfaction and employee well-being : the dilemma for call centres." Thesis, University of Manchester, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.631667.

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Although empowerment is acknowledged as a beneficial form of work design for both employees and organisations, there is limited research into the concept within call centres. Two studies were conducted to explore four dimensions of psychological empowerment, job satisfaction and employee well-being for employees in call centre environments. Study 1 compared the perceptions of empowerment, job satisfaction and well-being of customer service agents, administration staff and supervisors within six call centres. Overall working as a customer service agent offered less autonomy, but was no less sat
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21

Forgiarini, Ilvo. "Management practices that support retention in South African inbound call centres." Diss., University of Pretoria, 2010. http://hdl.handle.net/2263/23865.

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The turnover of call centre agents in South Africa is higher than in most other industries. The costs incurred to retain agents versus the replacement costs of an agent are massive. This research focused on inbound call centre agents and the perception of five management practises which were compared with both managers and agents in two large call centres. The five management practises tested were communication, call centre structure, performance management, recruitment and selection, and training and development. These five practises impacted on the agents’ intention to leave by 36%. A non-pr
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22

Durbin, Susan. "Is the knowledge economy gendered? : call centres as a case study." Thesis, University of Leeds, 2004. http://etheses.whiterose.ac.uk/639/.

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This thesis investigates the gendering of the knowledge economy and argues that women are being excluded from key areas within it, through their employment in call centres. Access to knowledge and participation in the knowledge economy, primarily through the use of information technologies, are the focus for a critical debate around social inclusion and exclusion. Gender inequalities are rarely considered, with a few notable exceptions. Women's relationship with knowledge is considered and developed through the analysis of four knowledge types. This demonstrates that access to and involvement
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23

Schefe, Neville Lindsay. "The systematic improvement of advice given by public sector call centres." Thesis, Queensland University of Technology, 2006. https://eprints.qut.edu.au/16279/1/Neville_Schefe_Thesis.pdf.

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The persistent demand for increased accountability and value for money in the public sector from both the public and governments raises the issue of quality of service in advice-giving by governmental agencies. The goal of this study is to develop a model to validate frameworks able to contribute to improved advice-giving through the application of knowledge management principles. Zack's (2001) Four Knowledge Problem Model, Brogowicz, Delene, and Lyth's (1990) Synthesised Service Quality Model, and Markus's (2001) Theory of Knowledge Reuse are used to examine knowledge strategies in advice-gi
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24

Schefe, Neville Lindsay. "The systematic improvement of advice given by public sector call centres." Queensland University of Technology, 2006. http://eprints.qut.edu.au/16279/.

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Abstract (sommario):
The persistent demand for increased accountability and value for money in the public sector from both the public and governments raises the issue of quality of service in advice-giving by governmental agencies. The goal of this study is to develop a model to validate frameworks able to contribute to improved advice-giving through the application of knowledge management principles. Zack's (2001) Four Knowledge Problem Model, Brogowicz, Delene, and Lyth's (1990) Synthesised Service Quality Model, and Markus's (2001) Theory of Knowledge Reuse are used to examine knowledge strategies in advice-gi
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25

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.
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26

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 dévelo
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27

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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28

Rajan, Sweta. "The Balancing Act? : Work-Family Conflict and Balance in Indian Call Centres." Thesis, University of Oxford, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.519814.

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29

Houlihan, Maeve. "Making sense of call centres : working and managing on the front line." Thesis, Lancaster University, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.418433.

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30

Free, Alex. "Workplace selves, interactive service work and outsourcing : labour in Kenya's call centres." Thesis, London School of Economics and Political Science (University of London), 2015. http://etheses.lse.ac.uk/3135/.

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The consequences for workers of the expansion of interactive service work in Nairobi, Kenya, are explored in this thesis. I investigate workplace power relations as forms of control that are implicated in managerial strategies by examining workers' experiences in the call centre sector. The Foucauldian-inspired conceptual framework for this study privileges workplace selves, enabling a focus on how call centre agent conduct is problematized by management. The empirical part of the study uses a multimethod approach that includes interviews, workplace observations and a questionnaire. The empiri
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31

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, auj
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32

Kasturi, Anand. "Delivering service at call centres : a critical realist's view of the front line employees' world of work and effectiveness." Thesis, University of Buckingham, 2004. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.289702.

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33

Álvarez-Galván, José-Luis. "Service work and subcontracting in the new economy : call centres in Mexico City." Thesis, London School of Economics and Political Science (University of London), 2010. http://etheses.lse.ac.uk/2207/.

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This dissertation analyses the subcontracting of front-line service work in the new economy. Its aim is to examine how workers' experiences and employment conditions are affected by how subcontractors respond to the challenges and problems of coordination and negotiation with client firms. In recent years, subcontracting has gained popularity as a mechanism to deal with the uncertainty of increasingly challenging business environments. According to mainstream business scholars and social scientists, intense competition, variations in demand and technical change have forced organizations to sub
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34

Scurry, Tracy Louise. "'More than just a 'phone monkey' ... ' : exploring graduate experiences of underemployment in call centres." Thesis, Nottingham Trent University, 2006. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.424178.

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35

Belt, Vicki. "Women's work and restructuring in the service economy : the case of telephone call centres." Thesis, University of Newcastle Upon Tyne, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.394739.

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36

Kotze, Theo. "The effect of national culture on customer satisfaction in call centres across national borders." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/23069.

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Characteristics of national cultures have frequently been claimed to influence service quality perception and customer satisfaction. This inquiry investigates this claim by analysing a multinational company’s call centre servicing two markets across national borders. Hypotheses are derived which relate the cultural and customer characteristics of age, gender and socio-economic status to customer satisfaction and perceived service quality within each country.Using multiple regression and CHAID models as well as Mann-Whitney and Kruskal-Wallis tests, the hypotheses are tested by analysing call c
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37

Carrim, Nasima M. H. "The relationship amongst locus of control, self-determination and job satisfaction in call centres." Diss., University of Pretoria, 2006. http://hdl.handle.net/2263/28546.

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Call centres across the globe experience high levels of absenteeism and labour turnover. The reason being: job dissatisfaction. South African call centres are also facing the same problem where absenteeism and labour turnover is on the increase. Job satisfaction is influenced not only by situational aspects of the job environment but by dispositional personality factors of the individual as well. The aim of the study was to determine the possible relationship among locus of control, self-determination and job satisfaction. The study population consisted of (N= 187) call centre agents from a Mu
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38

De, Sangita. ""The Manager's Voice": A Critical Examination of the Manager's role in the Call Centre." Thesis, Griffith University, 2011. http://hdl.handle.net/10072/365428.

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Call centres have emerged, in the past decade, as a dominant mode of contact between organisations and their customers, both in public and private sectors as well as in profit and not-for-profit sectors. They have become the platform for rich discussions by researchers on info service work, exploring the implications on numerous organisational, work and management practices. The literature on call centres however, tends to focus on employees and their employment conditions with little commentary upon managerial issues. There seems to be a conspicuous omission in expounding the "voice of the ma
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39

Langenhoven, Anja. "How job demands and resources predict burnout, engagement and intention to quit in call centres." Thesis, Stellenbosch : Stellenbosch University, 2015. http://hdl.handle.net/10019.1/98070.

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Thesis (MCom)--Stellenbosch University, 2015<br>ENGLISH ABSTRACT : The industrial psychology literature related to call centres highlights the negative aspects of call centre work environments and the resultant adverse impact on workers’ well-being. Call centres have been labelled the “coal mines of the 21st century”, “assembly lines in the head” and “satanic mills” (Janse van Rensburg, Boonzaier, & Boonzaier, 2013, p. 2). High levels of stress, high staff turnover and burnout are all factors that are often experienced by call centre agents (Banks & Roodt, 2011). However, Van der Colff and Ro
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Lloyd, Anthony. "Life in a northern town : call centres, labour markets and identity in post-industrial Middlesbrough." Thesis, University of York, 2010. http://etheses.whiterose.ac.uk/1432/.

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Since the late 1970s, many towns and cities across the UK have faced processes of deindustrialisation thoroughly transforming the social and cultural landscape for the local population. Middlesbrough, in the North East of England, underwent transformation from labour markets dominated by iron, steel and chemical industries to a reliance on new forms of insecure, flexible service sector employment, typified in this study by call centres. Call centres emerged in the 1990s as a cost-saving efficient delivery system for companies to handle customer contact through the marriage of telecommunication
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41

Clarke, Julian Alexander. "Telephone call centres and the labour process : with particular reference to the Nottingham local labour market." Thesis, University of Nottingham, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.405142.

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42

Morison, Rebecca, and n/a. "The impact of electronic performance monitoring on staff turnover in a call centre environment." University of Canberra. Health Sciences, 2002. http://erl.canberra.edu.au./public/adt-AUC20050530.111117.

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Call Centres represent one of the fastest growing industries today. In a competitive business environment the service delivered by Call Centre operators needs to be quantified and this is achieved through Electronic Performance Monitoring (EPM). This study considered the effects of EPM, and related factors such as job control, task complexity, performance, goal-setting and feedback, on the job satisfaction, organisational commitment and work stress, of Call Centre operators. The impact of these factors on staff turnover, which media reports suggest is very high for many Call Centres, was also
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43

Hultgren, Anna Kristina. "Linguistic regulation and interactional reality : a sociolinguistic study of call centre service transactions." Thesis, University of Oxford, 2008. http://ora.ox.ac.uk/objects/uuid:9ca16ff8-8975-4e25-9193-06016aa2b503.

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This thesis aims to contribute to the study of workplace talk, language and gender, and the sociolinguistics of globalization by exploring the phenomenon of ‘linguistic regulation’ in call centres. ‘Linguistic regulation’ refers to the practice, now widespread in the globalized service economy, of codifying and enforcing rules for employees’ use of language in service interactions with customers. Drawing on authentic service interactions from call centres in the UK and Denmark, and interviews and communication material from both those countries as well as Hong Kong and the Philippines, this st
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44

Green, Glynnis Ann. "A comparative study of the psychological well-being of single and married mothers who work shifts in a call centre environment." Thesis, University of the Western Cape, 2012. http://hdl.handle.net/11394/4098.

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Magister Artium - MA<br>South Africa is recognised as having world-class status in the call centre arena and this industry has grown exponentially in the last two decades, as has the number of women entering the workforce, including married and single mothers. Call centres provide a 24/7 service to the public, and therefore employees are expected to work shifts in this environment. It is also evident that even though mothers are making a significant contribution to the workforce, the role of the working mother is still that of primary caregiver and nurturer in the home. The main purpose of thi
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Pandey, Pushkal Kumar. "An exploratory investigation into determinants of service quality in technology-mediated service interactions characteristic of call centres." Thesis, Ulster University, 2014. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.604656.

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The paucity of research in performance management of call centres is evident from the confusion regarding what is desired by the customer from this mode of service. A variety of recommendations have been put forward in various studies, but a holistic perspective on what constitutes quality is still lacking. This research is an attempt to investigate key factors which determine performance measurement in technology mediated call centre environment with the help of a conceptual model. A combination of qualitative and quantitative approach has been used to develop and test survey items on direct
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46

Visagie, Madelein. "Job characteristics, emotional labour and work-related flow in an insurance industry call centre / Madelein Visagie." Thesis, North-West University, 2007. http://hdl.handle.net/10394/2124.

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47

Visser, Willem Alfonzo. "Daily hassles, resilience, and burnout of call centre staff / Willem Alfonzo Visser." Thesis, North-West University, 2007. http://hdl.handle.net/10394/1701.

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48

Malhotra, Neeru. "Analysing relationships among frontline employee perceptions of rewards, attitudes and service quality in banking call centres : an internal marketing perspective." Thesis, University of Bradford, 2004. http://hdl.handle.net/10454/3465.

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The basic purpose of the research is to understand the significance of internal marketing in influencing frontline employees'job-related attitudes and service quality. Since rewards are considered to be an important compqnent of internal marketing, this research investigates relationships among frontline employee perceptions of rewards (extrinsic and intrinsic), attitudes (three components of organisational commitment viz. affective, normative and continuance, and job satisfaction), and service quality, in banking call centres. In this context, a conceptual model is presented comprising reward
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49

Ngo, Nyobe Sara. "Modèles de management et stratégies identitaires des salariés des centres d'appels prestataires en Tunisie." Thesis, Aix-Marseille, 2014. http://www.theses.fr/2014AIXM2009.

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En raison de son cadre social et fiscal avantageux et de la qualité de sa main d’oeuvre, la Tunisie est aujourd’hui une destination privilégiée pour les entreprises occidentales. Depuis plusieurs années effectivement, ces dernières lui confient la réalisation de tout ou partie de leurs activités de services. Cela a entrainé le développement sur le territoire tunisien, d’un nombre important de centres d’appels externes offshore. Ces entreprises se proposent de réaliser depuis la Tunisie, des opérations d’acquisition et de fidélisation de clients, de recouvrement, d’assistance technique, d’enquê
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50

Swart, Joline. "The relationship between job characteristics, work wellness and work-related flow of call centre agents in an insurance company / Joline Swart." Thesis, North-West University, 2006. http://hdl.handle.net/10394/1315.

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