scholarly journals ORIENTA + COVID" CALL CENTER SERVICE IN THE XINGU-PA REGION

2021 ◽  
Vol 2 (10) ◽  
pp. e210835
Author(s):  
Nayana dos Santos Viana ◽  
Lauriceia Rodrigues Pereira ◽  
Bruno da Silva Evangelista ◽  
Murilo Eduardo Soares Ribeiro ◽  
Fernanda Nogueira Valentin ◽  
...  
Keyword(s):  
Health Professionals ◽  
Call Center ◽  
Emergency Services ◽  
Call Centers ◽  
Patient Data ◽  
Correct Information ◽  
Center Service ◽  
Made In ◽  
Call Center Service

Worldwide, guidelines have been developed that indicate the adoption of measures, which can guide and assist the population in times of pandemic. In this sense, several cities have incorporated the practice of health call centers with qualified specialists to provide correct information about the disease, creating remote channels to make calls such as telephones, video calls and applications that do not require the crowding of people at health units. The objective of the work was to describe the “Orienta+COVID” call center service installed in the Xingu-PA region, Brazil. The study was carried out in the Xingu region, Pará, Brazil. The reports of the attendants participating in the project were collected and the attendance registration report, which took place from May 25th to June 30th, 2020, was analyzed. A total of 1210 visits were made in the period analyzed through 60 attendants who took turns on duty. During tele orientation, health professionals collected patient data, their complaints and doubts to determine, through the classification of symptoms, what would be the guidelines to be passed. The call center performed by health professionals during the project was essential to answer patients' doubts as well as being able to better guide them on how to proceed in suspected or confirmed cases of the new coronavirus and thus contribute to reducing the demand for urgent and emergency services.

Unterstützung von Interaktionsarbeit im Call-Center. Neue Fragen für die arbeitsorientierte Softwareentwicklung (Software Support for Interaction Work in Call Centers. New Questions for Work Oriented Software Development)

i-com ◽  
2002 ◽  
Vol 1 (3/2002) ◽  
pp. 4
Author(s):  
S. Maaß ◽  
F. Theißing ◽  
M. Zallmann
Keyword(s):  
Software Development ◽  
Customer Relationship Management ◽  
Call Center ◽  
Call Centers ◽  
Relationship Management ◽  
Customer Relationship ◽  
Software Support ◽  
Center Service ◽  
Call Center Service

Mit Call-Center-Service, Customer-Relationship-Management und E-Business werden in der Abwicklung von Kundenkontakten und ihrer Integration in die betrieblichen Informationsverarbeitungsprozesse neue Wege gegangen. Die Arbeit der Beschäftigten in diesem Bereich ist durch Interaktionen mit den KundInnen geprägt: Sie ist Interaktionsarbeit. Wird das neue Softwaresegment den besonderen Anforderungen der Interaktionsarbeit gerecht? Untersuchungen am Beispiel von Call-Center-Arbeit zeigen, dass heutige Software von Interaktionsangemessenheit noch weit entfernt ist. Auch Software zur Kooperation über das Internet weist schwerwiegende Mängel auf. Gängige Verfahren und Grundsätze der Arbeits- und Softwaregestaltung müssen in diesem Kontext neu überdacht und weiterentwickelt werden. Angemessene Technik kann nur unter Beteiligung von Beschäftigten und KundInnen erreicht werden.

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.

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