Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
Results
Showing 1 to 20 of 25 for “"Call Centres"”.
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Queueing models for call centres
… can be used to model characteristics of basic call centres, i.e. multi-server systems with time-dependent arrival rates, general service time distribution and state-dependent abandonments on arrival (balking). The discrete-time modelling approach which has previously been used for modelling the …
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A study of staff satisfaction in two call centres
… levels of commitment and loyalty at two Telstra Call Centres This study takes the form of both qualitative and quantitative research in the form of a comparative study between two Call Centres and analyses its impact upon call centre staff. A questionnaire was designed and distributed to …
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Is the knowledge economy gendered? : call centres as a case study
… key areas within it, through their employment in call centres. Access to knowledge and participation in the knowledge economy, primarily through the use of information technologies, are the focus for a critical debate around social inclusion and exclusion. Gender inequalities are rarely …
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Life in a Northern Town: Call Centres, Labour Markets and Identity in Post-Industrial Middlesbrough
… sector employment, typified in this study by call centres. Call centres emerged in the 1990s as a cost-saving efficient delivery system for companies to handle customer contact through the marriage of telecommunications and new information technologies. As a new form of employment, call …
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The Impact of Subjective Factors on Performance Evaluation: The Applied Case of Outsourced Call Centres in Egypt Based on Neural Networks Approach
… productivity, are the core aspects of the call centres competitive advantage in massive market competition. Thus, subjective evaluation is the leniency, perception and bias in performance evaluation which impact the efficiency of the operations and leads to frustrated customers. The study …
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An exploration through the organisational metaphor: The precarious work and emotional labour experienced by call centre employees in India.
The call centre industry is one of the fastest-growing employment sectors, providing job opportunities globally. However, the nature and characteristics of jobs in call centres mean the centres are referred to as ‘electronic sweatshops’ where the jobs are said to be “dead end” with no progression. …
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Optimisation methods for staff scheduling and rostering: an employee-friendly approach
The growth in the global call centre industry over the last twenty years has been huge. The main motivating factor for businesses to introduce call centres as their main vehicle for handling customer contacts has been that call centres are inherently efficient. Since the mid-1980's, UK businesses …
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Investigating the Impact of Dark Personalities on Counterproductive Work Behaviour
… narcissism, and psychopathy) and CWB in UK call centres. Utilising Social Exchange Theory (SET), the research investigates how perceived organisational support and religiosity influence this link. Employing a positivist approach with a quantitative framework, data was gathered through …
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Investigating the Impact of Dark Personalities on Counterproductive Work Behaviour
… narcissism, and psychopathy) and CWB in UK call centres. Utilising Social Exchange Theory (SET), the research investigates how perceived organisational support and religiosity influence this link. Employing a positivist approach with a quantitative framework, data was gathered through …
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Investigating the Impact of Dark Personalities on Counterproductive Work Behaviour
… narcissism, and psychopathy) and CWB in UK call centres. Utilising Social Exchange Theory (SET), the research investigates how perceived organisational support and religiosity influence this link. Employing a positivist approach with a quantitative framework, data was gathered through …
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Productivity Measurement of Call Centre Agents using a Multimodal Classification Approach
Call centre channels play a cornerstone role in business communications and transactions, especially in challenging business situations. Operations’ efficiency, service quality, and resource productivity are core aspects of call centres’ competitive advantage in rapid market competition. …
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Workplace resistance in a call centre environment
The growth and development of call centres in the UK has been one of the most significant economic trends to emerge following protracted de-industrialisation and the associated decline of the manufacturing base. In the period of this thesis for example (1999-2004), the call centre sector was the …
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Linguistic Regulation and Interactional Reality: A Sociolinguistic Study of Call Centre Service Transactions
… the phenomenon of ‘linguistic regulation’ in call centres. ‘Linguistic regulation’ refers to the practice, now widespread in the globalized service economy, of codifying and enforcing rules for employees’ use of language in service interactions with customers. Drawing on authentic service …
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Exploring and describing the responsibilities and functions of emergency medical communication centers in South Africa: a modified delphi study
… development and functioning of Emergency Medical Call Centres may have been neglected. Understanding and prioritising the functions and responsibilities of such call centres can be extrapolated to other African countries in the early stages of establishing formal EMS systems.
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The effect of sensory processing on the work performance of call centre agents in a South African context
Background: Call centres are thriving and expanding commercial enterprises providing cost-effective ways for organisations to connect with new and existing clients through telecommunication channels. Call centre agents perform this function telephonically for 75% of the day in large open-plan …
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Psychological wellbeing as a consequence of situational elements in the new labour market
Approximately four thousand call centres employ more than 160,000 people in Australia, yet relatively little attention has been paid to how this type of work influences the wellbeing of those who do it – despite substantially higher absence frequencies and turnover rates relative to other …
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Exploring employee well-being among precarious (fixed-term) call center workers
… employment has become a norm, especially in the call centre industry. In addition to the call centre environment being a major contributor to stress and job insecurity, the status of temporary employment brings along its own damaging outcomes for those employees impacted. That is, the experiences …
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Analysing Innovative Idea of 'Make In India': India's Journey from 10th Largest to 5th Largest Economy
… countries are focusing on. It is evident historically that Manufacturing is imperative for rapid development of a nation and its economy. India is one of the fastest growing economy in the world, which has been mainly an agriculture based economy until 1980s. Late 1990s, the IT Services sector …
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The gender pay gap: are equal pay audits an effective solution?
… most of the lower tier are mainly employed in call centres and customer service departments, where they have better pay and conditions than they could expect for alternative jobs in the same locality, sufficient flexibility to accommodate domestic commitments, but a flat career structure with …
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