Call centre, a concept full of nuance: on definition of call centres
2002 (English)In: Proceedings of the 7th International Workshop and Business Conference on Telework: New Work 2002, 2002Conference paper (Refereed)
A number of new organisational forms and concepts, based on remote work, or e-work, have emerged during the last couple of decades. The organisational development has been rapid and there has not been time for consensus on concepts to evolve. Unclear definitions within a field cause confusion, among researchers as well as practitioners. In this paper we will discuss organisational forms generally labelled call centre and, as we will show, this is in itself an ambiguous concept. Within this field, with an increasing number of so-called call centres, we argue that clear definitions or transparent concepts are needed in order to be able to communicate with different actors and to be able to compare different studies.
The aim of the paper is to propose a number of characteristics that we fmd useful for discriminating among certain organisational solutions, which we in this article refer to as call centres. Our choice of characteristics is based onexperiences from our own previous research (cf. Lindstrom et al., 1997, Moberg et al., 2001a and Moberg et al., 2001b, Petri et al., 2001), several field visits to call centre organisations, dialogues with practitioners and researchers within the field, as well as on literature. We propose the following characteristics: type of business (inbound or outbound call handling); the principal's organisational belonging (i.e. an in-house or outsourced activity); customer type (business or consumer); geographical location of the unit; degree of centralisation or decentralisation; unit size; type of tasks performed; skill requirements; technical utilisation; and munber of communication channels used.
Place, publisher, year, edition, pages
e-work, Call Centre, Contact Centre, Definition, Classification, Dimensions of Discrimination, Outsourcing, In bound, Outbound
Engineering and Technology
IdentifiersURN: urn:nbn:se:liu:diva-61981OAI: oai:DiVA.org:liu-61981DiVA: diva2:370955
7th International Workshop and Business Conference on Telework: New Work 2002. Badajoz, Spain, September 3-5.
The paper included in the licenciate thesis is a revised version which has been submitted to an academic journal.2010-11-182010-11-182013-11-04