Creating value from a commodity process: a case study of a call center

This case study describes a personal injury case and expert opinions expressed by a HF/E expert concerning work-related musculoskeletal injuries sustained by a 43 year-old female call center service representative. The circumstances surrounding this case are unusual as it involves a suit brought against an employer by an employee in the State of California, a physically adequate workstation design, and a cumulative rather than acute injury. The HE/E expert examined the deposition testimony, interview data and reviewed the literature as part of his analysis and concluded that the scientific literature establishes a link between the known organizational stress factors existing at the defendant's workplace and symptoms of work-related musculoskeletal disorders. Furthermore, the defendant's ergonomics safety program was deficient in proactively dealing with the plaintiff's injuries. The HF/E expert's analysis and testimony ultimately proved important in establishing liability on the part of the defendant.

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Operational challenges in the call center industry: a case study and resource‐based framework

Managing Service Quality ◽

10.1108/09604520610686142 ◽

2006 ◽

Vol 16 (5) ◽

pp. 477-500 ◽

Cited By ~ 26

Author(s):

Eric P. Jack ◽

Tom A. Bedics ◽

Charles E. McCary

Keyword(s):

Call Center

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(P2-4) Prehospital System Development in Jaffna, Sri Lanka

Prehospital and Disaster Medicine ◽

10.1017/s1049023x11004481 ◽

2011 ◽

Vol 26 (S1) ◽

pp. s136-s136

Author(s):

P. Bollinger ◽

J. Zimmerman ◽

K. Bertermann ◽

R. Nominathan ◽

D.R. Woodyard

Keyword(s):

Sri Lanka ◽

Call Center ◽

Financial Stability ◽

System Development ◽

Prehospital Care ◽

First Year ◽

Middle Income ◽

Life Saving ◽

Indicators Of Success

IntroductionThis case study presents the development of a prehospital system in Jaffna, Sri Lanka. The case then outlines the development of the system, examines its first year of operations, and investigates possible reasons for the results of the development of the prehospital system in Jaffna. Finally, the case discusses the continued operations of the system.MethodsThis case study qualitatively researches the development of the Jaffna prehospital care system by looking at indicators of success in human resources, technical knowledge and community awareness. The case study also quantitatively examines the utilization and financial performance of the system during its first year of operation.ResultsAccording to indicators, the implementation of the model and its functioning can arguably be considered successful in terms of utility, and in many regards financial stability. The system has already responded to over 2,000 emergency calls in its first eleven months of operation. The main ambulance and call center has managed to operate at only a $13.50 USD loss during its first twelve months of operation. It has established quality standards by utilizing trained Emergency Medical Technicians (EMT) and ambulances featuring basic life saving equipment. The system has also integrated itself as a part of the overall health system of the community it is serving.ConclusionsThe system's success in development should be examined as a potential model for implementing prehospital care in a developing and middle-income country setting, while keeping in mind factors outside of the system that were integral to its developmental success.

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Strategizing the Design and Implementation of a Language Center for the Twenty-first Century

IALLT Journal of Language Learning Technologies ◽

10.17161/iallt.v35i1.8374 ◽

2003 ◽

Vol 35 (1) ◽

pp. 47-74

Author(s):

Jane D. Tchaïcha

Keyword(s):

Call Center ◽

State Of The Art ◽

First Century ◽

Specific Strategy ◽

Strategic Framework ◽

Media Center ◽

Design And Implementation ◽

The Core ◽

The Past

The language center, (a.k.a.language laboratory) has undergonetremendous transformation in the past fifty years, but the generalmission of the center has remained constant. Whether called aresource center, media center, or CALL center, the facility providesa place for students who are studying a language other than their own(L2) to practice and learn. What has changed inside the languagecenter over the years is the variety of resources and delivery formatsthat can be used to bring language to the learner. For institutions thatare planning to update or construct a state-of-the art languagefacility, the amount of resources and the expense of putting togetheran infrastructure to support these resources can be daunting. Inorder to meet this challenge, language practitioners andadministrators at these institutions can benefit fromknowingwhatkinds of questions and issues need to be raised before and during theconstruction process. This paper presents a five-phase plan used atBentley College (USA) for its Center for Languages and InternationalCollaboration (CLIC) thatopenedinJanuary2001. In each of the fivephases, a specific strategy is outlined to meet the challenges ofupdatingordesigningthe new language center. Some of the topicsaddressed include building a team of players, balancing pedagogicalvalue and investment costs, and making technical, pedagogical,managerial, and design recommendations. The case study illustratesthat at the core of the success of the strategic framework is thecollaborative integration of expertise among administrators,technologists, and faculty.

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Implementation of Data Mining Technique for Performance of WFH and WFO Agents Using the K-Means Method Case Study Study of PT. Infomedia Telkom Consumer Profiling Services

Budapest International Research in Exact Sciences (BirEx) Journal ◽

10.33258/birex.v3i2.1810 ◽

2021 ◽

Vol 3 (2) ◽

pp. 117-125

Author(s):

Jaja Jaja ◽

Nandi Priatna ◽

Tazkia Salsabila Ardan

Keyword(s):

Data Mining ◽

Call Center ◽

Data Mining Technique ◽

Working Mechanism ◽

Mining Technique ◽

Significant Difference ◽

Work At Home ◽

Consumer Profiling ◽

At Home

Outbound Call Center PT. Infomedia, consumer profiling service PT. Telkom during the pandemic period divided its agents into 80% WFH agents (Work at Home) and 20% agents WFO (Work from Office). For the division of the working mechanism, it is necessary to measure its performance. In the discussion of this paper, we will discuss the measurement with the application of data mining using the K-Means method, so it is hoped that it will provide an overview, how the cluster of each WFH or WFO agent in terms of performance. The results of this discussion indicate that there is a significant difference between the performance of WFH and WFO Agents.

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Distribution of Services Within the Call Center and Covid 19 – a Case Study

WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS ◽

10.37394/23207.2020.17.90 ◽

2020 ◽

Vol 17 ◽

Keyword(s):

Quantitative Analysis ◽

Future Development ◽

Call Center ◽

Economic Data ◽

Closed Set ◽

Business Operations ◽

Before And After ◽

The Impact ◽

The Relationship

The considerations presented in the paper concern the impact of Covid-19 on sales possibilities in the pre-paid system and development perspectives of the researched business entity. As part of its operations, this entity is responsible for the supply of fuel to nearly 4,500 customers conducting business operations throughout Poland. The study was carried out by means of the method of quantitative analysis of economic data. The acquired data constituted a closed set of 518 479 contacts collected as a result of reporting the work of the call center department. The purpose of the paper is to analyze the impact of the Covid-19 pandemic on the possibilities of acquiring new customers by the entity that sells pre-paid fuels and the prospects for its future development. The analyzes allowed showing the relationship, before and after the introduction of socioeconomic restrictions, between the number of sales contacts made and their effectiveness. It was proved that lockdown caused changes in the scope of managing executive operations within the call center of the entity. This, in turn, affected operational and management decisions at both ownership and management levels.

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Ensuring Call Center Quality: A Case Study

10.1201/9780429114878-98 ◽

2021 ◽

pp. 987-994

Author(s):

Michelle Burgess

Keyword(s):

Call Center

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