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Information-providing call centers: measuring information contribution from call centers through ex ante contracts and ex post monitoring
Linköping University, Department of Computer and Information Science, EISLAB - Economic Information Systems. Linköping University, The Institute of Technology.
2001 (English)In: Proceedings of the 6th International ITF Workshop and Business Conference, 2001Conference paper (Refereed)
Abstract [en]

Call centers often argue that they contribute in their clients' information provision through compilation of information about endcustomers' preferences and experiences. This is becoming more and more common as many web-stores collaborate with external call centers to handle their after-market and support activities. Any relationship between a seller and a buyer can be contracted in various ways. The contracts between call centers and their clients have often focused on operational duties such as promising low abandon rate on incoming calls or short on hold periods for the caller. Less interest has been directed towards measurable and contracted information deliverables. In this study eleven Swedish call centers have been interviewed to investigate how they describe, measure and control information contribution in their clients' information provision. The results show that information provision responsibilities are never addressed in any formal contracts, but are often presented as an implicit value added service.

Place, publisher, year, edition, pages
National Category
Engineering and Technology
URN: urn:nbn:se:liu:diva-88912OAI: diva2:606250
6th International ITF Workshop and Business Conference, Amsterdam, August 26-30 2001
Available from: 2013-02-18 Created: 2013-02-18 Last updated: 2013-02-21
In thesis
1. Organizational information provision: managing mandatory and discretionary utilization of information technology
Open this publication in new window or tab >>Organizational information provision: managing mandatory and discretionary utilization of information technology
2001 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

This dissertation focuses on the organizational units that participate in the operation of shared information systems - and especially how the codification responsibilities (information creation, collection and recording) are described in the governance models: who are supposed to perform these activities and how are they promoted or hampered by the management control systems?

The IT governance model describes the patterns of authority for key IT activities in an organization, which are allocated to different stakeholders to assure that the IT resources are managed and utilized to support the organization's strategies and goals.

Altogether, primary data has been compiled in eight case studies and one brief telephone survey. In addition, three previous case studies (produced by other researchers) have been used as secondary data.

The findings indicate that technical responsibilities typically are addressed and managed in the IT governance models, but that the using departments' responsibilities in the operation rarely are described. Information collection and recording activities therefore risk to be left unmanaged from an information systems perspective.

The thesis proposes that an information sourcing responsibility may be included in the IT governance models and that the management control systems can be redesigned to promote mandatory or discretionary information compilation and recording, such that the shared information systems produce the anticipated outcome.

Place, publisher, year, edition, pages
Linköping: Linköpings universitet, 2001. 57 p.
Linköping Studies in Science and Technology. Dissertations, ISSN 0345-7524 ; 720
National Category
Computer Science
urn:nbn:se:liu:diva-35602 (URN)27907 (Local ID)91-7373-126-9 (ISBN)27907 (Archive number)27907 (OAI)
Public defence
2001-12-12, Visionen, Hus B, Linköpings universitet, Linköping, 10:15 (Swedish)

The five papers are included as chapters 3-7 in the printed thesis.

Available from: 2009-10-10 Created: 2009-10-10 Last updated: 2013-02-18

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Petri, Carl-Johan
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EISLAB - Economic Information SystemsThe Institute of Technology
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