Competition and market segmentation of the call center service supply chain

2015 ◽  
Vol 247 (2) ◽  
pp. 504-514 ◽  
Author(s):  
Yu Xia ◽  
Bintong Chen ◽  
Vaidyanathan Jayaraman ◽  
Charles L. Munson
Keyword(s):  
Supply Chain ◽  
Market Segmentation ◽  
Call Center ◽  
Service Supply Chain ◽  
Center Service ◽  
Call Center Service

scholarly journals Call center service level: A customer experience model from benchmarking and multivariate analysis

2020 ◽  
pp. 467-496 ◽  
Author(s):  
Marco Colin
Keyword(s):  
Customer Service ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Call Center ◽  
Key Performance Indicators ◽  
Service Level ◽  
Service Areas ◽  
Internal Benchmarking ◽  
Center Service ◽  
Call Center Service

Objective: This paper aims to study the experience of call center service customers the academic and corporate perspectives; it proposes a management model focused on looking after the customer’s experience during a phone interaction. Methodology: The methodology of this article adopts the internal Benchmarking process as a diagnostic tool and describes the user’s perceptive of internal corporate operations and key performance indicators established in a call center’s balanced scorecard. It uses an exploratory factor analysis to reduce dimensions and a confirmatory analysis to validate the statistical model proposed. Results: The results determine the existence of gaps between the key performance indicators implemented to assess the customer’s experience and satisfaction, they show organizational opportunities characterized for the necessity of transforming production methods into simple processes, aimed to give solutions to the customers within the timeframes specified in just one phone interaction. Limitations: The constructs used are limited by the instrument and metrics implemented by the company under study for evaluating the quality of customer interaction when a customer reaches a customer service’s call center. Practical implications: This study is useful in the marketing, marketing relationships, and customer service areas, since it allows the establishment of an inflection point that proposes an integrated balanced scorecard construction the customer’s experience analysis.

Improving the classification of call center service dialogue with key utterences

2021 ◽  
Author(s):  
Yuqi Liu ◽  
Bin Cao ◽  
Kui Ma ◽  
Jing Fan
Keyword(s):  
Call Center ◽  
Center Service ◽  
Call Center Service

scholarly journals Increasing the efficiency of call-center service delivery

2018 ◽  
Vol 0 (57) ◽  
Author(s):  
А. В. Ліпенцев ◽  
Т. Г. Думенкова
Keyword(s):  
Service Delivery ◽  
Call Center ◽  
Center Service ◽  
Call Center Service

scholarly journals Collaborative Innovation Model on 112 Call Center Service

2020 ◽  
Vol 10 (1) ◽  
pp. 63-73
Author(s):  
Muhammad Irsyad Fadoli ◽  
Hardi Warsono
Keyword(s):  
Call Center ◽  
Technology Policy ◽  
Regional Institutions ◽  
Library Research ◽  
Collaborative Innovation ◽  
Innovation Model ◽  
Call Number ◽  
The Relationship ◽  
Center Service ◽  
Call Center Service

This article aims to find out and explore how collaborative innovation is applied to the 112 call center service. The problem is focused on examining: First, what the condition of  112 call center service is . Second. how collaborative innovation is applied to e-government services. Third, the collaborative model of 112 call center service. To approach these problems, theoretical references from several experts on collaborative innovation and collaborative models were used. Data were collected through a library research as a writing framework and analyzed qualitatively. This study indicates that 112 call center service  is a form of innovation in e-government applications. 112 call center service  is an emergency service occurs  in an area that must be handled as soon as possible. But this innovation do not always go well. It is since there are factors that hinder innovation. 112 call center service  has not become a single call number and has not been integrated throughout Indonesia. Recommendation for overcoming it is by collaboration between institutions at both the central and regional levels. Collaboration is formed using the E-Government Integration (EGI) model, which is the relationship between the central institutions and the regional institutions, among agencies, and the relationship with service users, namely the community and the private sectors. This relationship is supported by variables of strategy, technology, policy and organization. It is expected that by applying the model 112 call center services can be integrated.

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