Call Centre Evolution in the Digital Government

2011 ◽  
pp. 3980-3986
Author(s):  
V. Ambriola ◽  
S. Bertagnini ◽  
L. Pratesi
Keyword(s):  
Public Administration ◽  
Information Service ◽  
The Other ◽  
Call Centre ◽  
Digital Government ◽  
Call Centres ◽  
Administrative Service ◽  
Relevant Role ◽  
Front Office ◽  
Back Office

Public administration is undergoing a radical transformation. Citizens, rather than administrative documents, will be the primary and active subjects of the process of service supply. A new attitude toward administrative service is emerging. Citizens interact with public administration through new channels such as unified administrative counters, multifunction administrative counters, citizen liaisons offices, and Internet. Furthermore, having in mind the goals of shortening the distance between citizens to public administration and improving efficiency and efficacy of public bodies, the use of call and contact centres is quickly spreading out. It is worth to recall the recent case of Allô Service Public, the unified call centre of the French public administration, which on its first day of activation has been contacted by more than 100,000 people, more than any optimistic expectation. For a public administration, a call centre represents a simple way for interacting with citizens. Call centres provide many advantages such as improved efficiency, increased hours of operation, and reduced costs. The main advantage for citizens is that call centres can provide the information they need, as fast as possible and reducing waiting time. Call centres and contact centres are based on an innovative use of the phone channel, on one side, and on multi-channel strategies of access to service and information, on the other side. The combination of these two aspects allows public administration to develop and activate new modes of managing interaction with citizens. A phone-based information service is often the first channel chosen by citizens that want to get in touch with a public body. Call centres, on the other hands, have a relevant role for implementing the link between front-office and back-office services.

Call Centre Evolution in the Digital Government

2011 ◽  
pp. 158-162 ◽  
Author(s):  
V. Ambriola
Keyword(s):  
Public Administration ◽  
Information Service ◽  
The Other ◽  
Call Centre ◽  
Digital Government ◽  
Call Centres ◽  
Administrative Service ◽  
Relevant Role ◽  
Front Office ◽  
Back Office

Public administration is undergoing a radical transformation. Citizens, rather than administrative documents, will be the primary and active subjects of the process of service supply. A new attitude toward administrative service is emerging. Citizens interact with public administration through new channels such as unified administrative counters, multifunction administrative counters, citizen liaisons offices, and Internet. Furthermore, having in mind the goals of shortening the distance between citizens to public administration and improving efficiency and efficacy of public bodies, the use of call and contact centres is quickly spreading out. It is worth to recall the recent case of Allô Service Public, the unified call centre of the French public administration, which on its first day of activation has been contacted by more than 100,000 people, more than any optimistic expectation. For a public administration, a call centre represents a simple way for interacting with citizens. Call centres provide many advantages such as improved efficiency, increased hours of operation, and reduced costs. The main advantage for citizens is that call centres can provide the information they need, as fast as possible and reducing waiting time. Call centres and contact centres are based on an innovative use of the phone channel, on one side, and on multi-channel strategies of access to service and information, on the other side. The combination of these two aspects allows public administration to develop and activate new modes of managing interaction with citizens. A phone-based information service is often the first channel chosen by citizens that want to get in touch with a public body. Call centres, on the other hands, have a relevant role for implementing the link between front-office and back-office services.

scholarly journals Precariousness and call centre work: Operators’ perceptions in Portugal and Brazil

2017 ◽  
Vol 24 (3) ◽  
pp. 243-259 ◽  
Author(s):  
Hermes Augusto Costa ◽  
Elizardo Scarpati Costa
Keyword(s):  
Case Studies ◽  
Economic Performance ◽  
Comparative Research ◽  
The Other ◽  
Call Centre ◽  
Work Process ◽  
Call Centres ◽  
Subjective Perceptions ◽  
Common Trend

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.

scholarly journals The Flying Dutch Job. Jobs that Migrate from the Netherlands to Romania

2015 ◽  
Vol 6 (1) ◽  
pp. 83-102
Author(s):  
Diana Mariana Popa
Keyword(s):  
The Netherlands ◽  
Cultural Practices ◽  
International Relocation ◽  
Call Centres ◽  
Invisible Work ◽  
Job Advertisements ◽  
Front Office ◽  
Voice Interaction ◽  
Back Office ◽  
The Impact

Abstract In the present article I discuss the migration of work from the West towards the East, making direct references to this kind of work relocation between the Netherlands and Romania. More specifically, this article focuses on the Dutch language based activities relocated or outsourced to Romania, a situation which puts customers in contact with “brains without bodies” or “invisible work-migrants”. In order to highlight the trend of migrating jobs I take a look at the evolution of job advertisements for Dutch speakers in Romania. Then, I investigate the impact that the international relocation of back-office and front-office business activities has both on the employees who take over the activity and on the customer’s satisfaction. Factors such as linguistic similarity, cultural practices, and attitudes towards customers’ complaints shape the outcomes of such relocations. Given that the otherness between employees and customers can be faster noticed in the direct, “voice-to-voice” interaction, the situation of call-centres deserves special attention for the analysis. Call-centres clearly feature the characteristics of non-places, where the employee must assume a similar identity to that of the customer.

Job burnout in ambito socio-sanitario e produttivo: I call center sono i piů bruciati?

RISORSA UOMO ◽  
2013 ◽  
pp. 467-482
Author(s):  
Laura Petitta ◽  
Simona Manno ◽  
Anna Concetta Rinaldi
Keyword(s):  
Call Center ◽  
Job Burnout ◽  
The Other ◽  
Self Report ◽  
Call Centre ◽  
Healthcare Organizations ◽  
Call Centres ◽  
Healthcare Settings

This contribution has investigated job burnout and interpersonal strain by administering a self-report questionnaire to 1032 subjects from healthcare (503) and productive organizations (529), and, within the latter, 159 from a call centre. Two ANOVAs investigated the differences related respectively to the type of organization: (a) healthcare and productive organizations; (b) healthcare, call centres and other productive organizations. Surprisingly, healthcare organizations display lower levels of job burnout and interpersonal strain as compared to the productive organizations. Nevertheless, call centre' operators, separated by the other productive organizations, displayed higher levels of job burnout and interpersonal strain as compared to employees from other productive organizations, and especially by those from the healthcare settings.

To the comparative analysis of the digitalization process of state administration in Russia and other countries

2020 ◽  
pp. 75-117
Author(s):  
A.N. Shvetsov
Keyword(s):  
Public Administration ◽  
Information And Communication Technologies ◽  
Large Scale ◽  
Communication Technologies ◽  
Developed Countries ◽  
Electronic Government ◽  
Digital Government ◽  
Information And Communication ◽  
The Developed Countries ◽  
Comprehensive Programs

The article compares the processes of dissemination of modern information and communication technologies in government bodies in Russia and abroad. It is stated that Russia began the transition to «electronic government» later than the developed countries, in which this process was launched within the framework of large-scale and comprehensive programs for reforming public administration in the 1980s and 1990s. However, to date, there is an alignment in the pace and content of digitalization tasks. At a new stage in this process, the concept of «electronic government» under the influence of such newest phenomena of the emerging information society as methods of analysis of «big data», «artificial intelligence», «Internet of things», «blockchain» is being transformed into the category of «digital government». Achievements and prospects of public administration digitalization are considered on the example of countries with the highest ratings — Denmark, Australia, Republic of Korea, Great Britain, USA and Russia.

Digital Transformation as a Way to Improve Public Administration

2020 ◽  
Vol 8 ◽  
pp. 48-53
Author(s):  
I. I. Zedgenizova ◽  
◽  
I. V. Ignatieva ◽  
Keyword(s):  
Public Administration ◽  
Relevant Information ◽  
Digital Economy ◽  
Digital Transformation ◽  
Digital Government ◽  
Dynamic Development ◽  
Modern Technologies

The relevance of the article is due to the dynamic development of modern technologies and the transition of state bodies to a digital way of exchanging legally relevant information. The purpose of the article is a brief overview of the problems associated with the regulation of the digital economy in the direction of «Digital government», as well as approaches to their solution.

Public Administration’s Dyslexia: Appreciating the Strengths of its Disabilities

Public Voices ◽  
2016 ◽  
Vol 8 (1) ◽  
pp. 61
Author(s):  
Pamela A Gibson
Keyword(s):  
Public Administration ◽  
The Other ◽  
The Public

To have a dis/ability opens the possibilities for seeing (understanding) something different because of difference in the disabled’s lens or worldview. Public administration is awash in self-doubt, discomfort and confusion. As it struggles with setting, moving and removing academic boundaries of the discipline, public administration reveals its own dyslexia. The disabling of public administration offers a view from the balcony (or orchestra pit) granting a greater appreciation of ‘the other’ in the public administration student, public administration theory and public administration practices. The dyslexic individual and institution can suffer and celebrate contradiction, paradox, irony, and other delimiting arenas of learning without resistance. Successful learning and understanding can come not in spite of but because of apparent disabilities.

Of Promise and Peril: Doctoral Study in Public Administration in the 21st Century

Public Voices ◽  
2016 ◽  
Vol 12 (2) ◽  
pp. 73
Author(s):  
John R Phillips
Keyword(s):  
Faculty Member ◽  
Public Administration ◽  
Doctoral Students ◽  
21St Century ◽  
Colleges And Universities ◽  
First Century ◽  
The Other ◽  
Extensive Experience ◽  
Doctoral Study ◽  
Recent Graduate

The author, a recent graduate of the Doctor in Public Administration program, shares his thoughts about what it means to study public administration in the twenty-first century. He hopes his insights, born out of more than a forty year-long career in the field—decades of work in colleges and universities as a faculty member, dean, provost, vicepresident, and acting president, as well as his extensive experience in teaching public administration at the graduate and undergraduate levels—will help doctoral students in their academic pursuits. More specifically, he hopes that his remarks will make Ph.D. students think more deeply about the promise of their endeavors and, on the other hand, give them advance warning about perils of the process and ways to avoid them.

Re-conceptualising call-centres as sites of control: the insider perspective

2014 ◽  
Vol 48 (1/2) ◽  
pp. 25-46 ◽  
Author(s):  
Edward Kasabov ◽  
Anna C.C.C. da Cunha
Keyword(s):  
Design Methodology ◽  
Customer Orientation ◽  
Practical Importance ◽  
Call Centre ◽  
Structured Interviews ◽  
Content Type ◽  
Call Centres ◽  
Customer Dissatisfaction ◽  
Customer Centricity

Purpose – The role of call-centres during service recovery has attracted much attention in research. However, marketers know less about controlling customers during recovery interactions and consequences of such control. In order to address this gap and empirically ascertain whether service interactions are marked by customer centricity or by employees exerting control over customers, the aim of the authors was to organise an empirical research in two Brazilian call-centres. Design/methodology/approach – The research consisted of direct, open observation and 33 semi-structured interviews with insiders (call-centre managers, supervisors and operatives). Findings – Four key findings emerged during interviews with insiders. First, control over customers may be more widely practiced than assumed in certain sections of marketing academe. Second, such control is viewed positively by call-centre insiders and is sanctioned by management. Third, control does not disempower and demoralise call-centre staff but protects operatives. Finally, control does not seem to unavoidably generate lasting customer dissatisfaction. These findings are incorporated in a framework of call-centre management which incorporates control through scripting. Research limitations/implications – The discussion calls for the revisit of certain marketing concepts and philosophies, including customer orientation, by demonstrating that control over customers is practised and should not be viewed negatively or avoided altogether in practice and as a topic of analysis. A re-conceptualisation of call-centres as sites of control over customers is proposed. Originality/value – Control and power are rarely analysed in services marketing. This is one of a few studies that makes sense of providers' (insiders') viewpoints and argues that control may play a constructive role and should be seen as a legitimate topic of services and call-centre analysis. As such it addresses a question of intellectual and practical importance which is rarely discussed and may be viewed as incongruous with an age when customers are assumed to have rights.

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