Information-providing call centers: measuring information contribution from call centers through ex ante contracts and ex post monitoring
2001 (English)In: Proceedings of the 6th International ITF Workshop and Business Conference, 2001Conference paper (Refereed)
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
Engineering and Technology
IdentifiersURN: urn:nbn:se:liu:diva-88912OAI: oai:DiVA.org:liu-88912DiVA: diva2:606250
6th International ITF Workshop and Business Conference, Amsterdam, August 26-30 2001