Growth of Call Center Industry & its Future - MBA Marketing
Growth of Call Center Industry & its Future - MBA Marketing Abstract This paper aims to provide a strategic and socio-technical analysis of telephone call center productivity through the lens of Galbraith's organizational design theory. Methodology/design/approach – The paper is based on a quantitative survey of 155 call center managers in France, which was thoroughly prepared using ten case studies. Results – When the analysis is limited to call centers that only handle inbound calls, five major factors are discovered to be important productivity enhancers: the profile of the telephone operators, division of labor, goals, reward system, and technology – including automated call distribution, computer telephony integration, and e-mail. Limitations/implication of the research – When perceptual measures are used, they are based on single items. For More Details About Growth of Call Center Industry & its Future - MBA Marketing Please Visit Our Website https://mbar...