Call Centre Management Assignment

Topics: Call centre, Customer service, Computer telephony integration, Customer, Operations management / Pages: 5 (1639 words) / Published: Nov 10th, 2014
This research paper consists on the up growing industry of call centers around the globe and the problems faces by the operation manger in call centers and discussed how there challenges are increases in contrast of traditional call centers and how the different modals help them in this uncertain and ever changing situation of call centre in new era
The paper starts with introduction and then compromises on 6 sections
Includes Traditional call center operations management problems, demand modulation, technology-driven innovations, human resources issues that affect call centers, call center operations with sales and marketing objectives and at the end concluding remarks starting with introduction the inbound call centers are increased in recent year due to decrease price of telecommunication and information technology .Every company is interested in providing the information and assessing the customers so they can not only gain new customers but also retain their older ones. The statistic of the world shows there is increase in call centers not in Europe but around the globe as well The quality of the service is typically viewed as a function of both how long the customer must wait to receive service and the value that the customer attributes to the information and service that is received.
The survey provide the broad perspective on both traditional and emerging call centre management
Call centre management: Traditional view
The traditional view on managing the call centre compromising some key point includes how many agents should be hire and at what time based on long-term forecast which also called as resource acquisition and the short term which is known as resource deployment and at the end there are further short term decision like forecast updating, schedule updating, and real time call routing . The resource acquisition decision made many weeks or month before the time of demand while the deployment decisions are made 1 0r more week advance
In

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