Quality in Call/ Contact Centers

Abstract

Recently, there has been tremendous growth in call centers around the globe. Business activities such as technical support, sales and marketing, banking transaction, and helpdesk are performed through call centers. Rapid growth in information technology, decreasing cost of data transfer, and globalization has made call centers beneficial and cost effective for business activities that can be performed remotely. the majority of interactions with customers are performed through call centers. Therefore, the quality of call center service and efficient management is a factor of great importance to organizations. Initially, call centers focused mainly on the quality of service which they provided. However, the focus now is mainly on efficient management of call centers along with best in class service to customers. This paper is a combined result of survey findings, review of relevant literature, and case studies used to highlight the major factors of concern to the call center industry. a brief introduction of the various technologies and strategies that can contribute in addressing the different managerial and operational issues found through the survey and in literature is also included. Copyright © (2008) by the American Society for Engineering Management.

Department(s)

Engineering Management and Systems Engineering

Second Department

Mathematics and Statistics

Document Type

Article - Conference proceedings

Document Version

Citation

File Type

text

Language(s)

English

Rights

© 2024 American Society for Engineering Management, All rights reserved.

Publication Date

01 Dec 2008

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