Taylorism, targets, technology and teams - compatible concepts? Evidence from a US call centre

Taylorism, targets and technology form a potent mix in call centres where groups of individuals are asked to perform as “teams”. In this paper we explore how ‘task’ oriented concepts interact with the ‘interpersonal relationship’ realm in an environment where group life dominates the notional foundation of a call centre’s organisational structure. Tuckman’s four stage model of sequential group development serves as the theoretical lens through which the role ‘teams’ play in the working environment of a large call centre is examined.Our analysis of structured interviews conducted in an outbound, financial services call centre in the southern United States reveals the mechanisms by which agents have interpreted their ‘team charter’ to focus on individual achievement of increased remuneration levels. The interplay between these variables indicate that reward mechanisms associated with simple Taylorist targets, imposed on the entry level call centre agents, mitigate against meaningful group development. The advancement through promotion based on individual performance to more challenging, less target based work, is in sharp contrast to their initial training period where ‘team building’ is an essential ingredient of skills acquisition

Analysis of adaptive algorithms for an integrated communication network

Techniques were examined that trade communication bandwidth for decreased transmission delays. When the network is lightly used, these schemes attempt to use additional network resources to decrease communication delays. As the network utilization rises, the schemes degrade gracefully, still providing service but with minimal use of the network. Because the schemes use a combination of circuit and packet switching, they should respond to variations in the types and amounts of network traffic. Also, a combination of circuit and packet switching to support the widely varying traffic demands imposed on an integrated network was investigated. The packet switched component is best suited to bursty traffic where some delays in delivery are acceptable. The circuit switched component is reserved for traffic that must meet real time constraints. Selected packet routing algorithms that might be used in an integrated network were simulated. An integrated traffic places widely varying workload demands on a network. Adaptive algorithms were identified, ones that respond to both the transient and evolutionary changes that arise in integrated networks. A new algorithm was developed, hybrid weighted routing, that adapts to workload changes

Future benefits and applications of intelligent on-board processing to VSAT services

The trends and roles of VSAT services in the year 2010 time frame are examined based on an overall network and service model for that period. An estimate of the VSAT traffic is then made and the service and general network requirements are identified. In order to accommodate these traffic needs, four satellite VSAT architectures based on the use of fixed or scanning multibeam antennas in conjunction with IF switching or onboard regeneration and baseband processing are suggested. The performance of each of these architectures is assessed and the key enabling technologies are identified

eCRM in the Travel Industry

We are bombarded with Internet forecasts and statistics every day, however there is little doubt that the Internet has permanently changed the face of travel promotion and distribution. While only a minority of consumers are actually prepared to buy online at the present time, this minority is growing and there are large numbers of consumers who wish to use the Internet for information and communication. Travel and hospitality companies are selling an information-rich product and will need to leverage the full range of offline and e-channels to engage their customers in dialogue. The Internet does not have any respect for geographic or organisational boundaries and companies will have to forge new business models, involving partnerships and customer-driven product design, in order to meet the needs of the online consumer. There are major challenges and opportunities for companies wishing to add the e to their CRM strategy

Proposed standards and best practices for technological infrastructure at contact centers in the Dominican Republic

The Contact Center industry in the Dominican Republic has experienced a considerable and fast growth in the last years. The main focus of this industry has been offering services to companies located outside the country. One notorious problem is the lack of written documentation in regards to general requirements needed to set up a Contact Center in the territory. The objective of this research is the presentation of a set of proposed standards and best practices for requirements of Technological Infrastructure for Contact Centers located in the Dominican Republic. These standards and best practices have been developed considering the needs identified within a Contact Center domain model, which was developed for this project. Other factors that were taken into consideration are the technological requirements for the operations of the Contact Center, the reasons why clients outsource their services and the technological challenges faced by Dominican Contact Centers that influence operations from a technological point of view

Retooling for Success: A Case Study of VoIP Implementation to Improve Customer Service at a Midwestern Financial Services Office

This article presents a case study of the acquisition of a Voice over Internet Protocol (VoIP) system to replace an outdated telephone system at a Midwestern financial services company. In the Midwest retail office of ABC Financial Services, the old Private Branch Exchange (PBX) phone system was incapable of handling customer inquiries during the busy tax return season. The inefficient systems exposed the organization to missed and delayed calls, which lead to a considerable number of customer complaints and lost revenue. Guided by the systematic approach of technology retooling, computer engineers followed the steps of problem diagnosis, analysis of competing solutions, implementation, and assessment of the VoIP system as the replacement telecommunications platform. System performance and evaluation data were collected during and after system implementation. Assessment of the new VoIP system demonstrated improved availability, speed, and reliability of the information provided to customers. New functionalities, such as customer inquiry of the database, provided through the VoIP system pushed the self-service adoption to a record high level. The system implementation also fosters an updated IT plan that will help this organization chart its business strategy for future years

Interactive voice response interventions targeting behaviour change: a systematic literature review with meta-analysis and meta-regression.

OBJECTIVE: A number of promising automated behaviour change interventions have been developed using advanced phone technology. This paper reviewed the effectiveness of interactive voice response (IVR)-based interventions designed to promote changes in specific health behaviours. METHODS: A systematic literature review of papers published between January 1990 and September 2017 in MEDLINE, CINAHL, Embase, PsycINFO, SCOPUS and the Cochrane Central Register of Controlled Trials (CENTRAL) was conducted. From the total of 2546 papers identified, 15 randomised control trials (RCTs) met the eligibility criteria and were included in a random effects meta-analysis. Meta-regression analysis was used to explore whether behaviour change techniques (BCTs) that were used in the interventions were associated with intervention effectiveness. RESULTS: Meta-analysis of 15 RCTs showed that IVR-based interventions had small but significant effects on promoting medication adherence (OR=1.527, 95% CI 1.207 to 1.932, k=9, p=0.000) and physical activity (Hedges' g=0.254, 95% CI 0.068 to 0.439, k=3, p=0.007). No effects were found for alcohol (Hedges' g=-0.077, 95% CI -0.162 to 0.007, k=4, p=0.073) or diet (Hedges' g=0.130, 95% CI -0.088 to 0.347, k=2, p=0.242). In the medication adherence studies, multivariable meta-regression including six BCTs explained 100% of the observed variance in effect size, but only the BCT 'information about health consequences' was significantly associated with effect size (β=0.690, SE=0.199, 95% CI 0.29 to 1.08, p=0.000). CONCLUSION: IVR-based interventions appear promising in changing specific health behaviours, such as medication adherence and physical activity. However, more studies are needed to elucidate further the combination of active components of IVR interventions that make them effective and test their feasibility and effectiveness using robust designs and objective outcome measures.This study was part of the first author’s dissertation in public health at University of Cambridge, funded by the Medical Research Council, UK

An innovative price plan monitoring and advisory system: A case study of mobile telecom service in Thailand

An innovative price plan monitoring and advisory system simulates subscriber usage consumption for offering suitable price plan. The aim of this paper is to develop the decision support system by using Statistical Process Control (SPC) to identify subscriber usage behavior and provide critical visibility into subscriber consumption to detect their inappropriate usage especially in exceeding usage. To explore subscriber usage behavior, a forecasting model and a regression is employed to identify related factors and predictive usage model. The innovative price plan monitoring and advisory system has been verified and validated with one of the largest telecommunication company in Thailand. Using decision support system with effective control chart and real subscriber behavior pattern help mobile network operator grow their revenues and profits by offering an appropriate price plan as well as improve subscriber experience with more flexible choice to meet their individual usage consumption needs