Taylorism, targets and the pursuit of quantity and quality by call centre management

The paper locates the rise of the call centre within the context of the development of Taylorist methods and technological change in office work in general. Managerial utilisation of targets to impose and measure employees' quantitative and qualitative performance is analysed in four case-study organisations. The paper concludes that call centre work reflects a pardigmic re-configuration of customer servicing operations, and that the continuing application of Taylorist methods appears likely

Using activity based costing and simulation to reduce cost at a Police communications centre

Purpose: This study is based at a police force’s communications centre which undertakes a vital role in receiving and processing emergency and non-emergency telephone calls from the public and other agencies. The purpose of this paper is to evaluate a method for addressing the conflict between the need to reduce cost and the requirement to meet national standards in terms of a timely response to customer calls. Design/methodology/approach: In a two-stage methodology an activity-based costing (ABC) approach is used as a framework to show how costs are generated by the three “drivers” of cost which relate to the design efficiency of the process, the demand on the process and the cost of resources used to undertake the process. The study then provides an analysis from a resource driver perspective using discrete-event simulation to model workforce staffing scenarios. Findings: Cost savings within the police communications centre are identified from an analysis of the three drivers of cost. Further analysis from a resource driver viewpoint using a simulation study of an alternative workforce schedule predicted an overall reduction in staffing cost of 9.4 per cent. Originality/value: The study outlines an innovative method that identifies where cost can be reduced using ABC and then provides an assessment of strategies that aim to reduce cost whilst maintaining service levels in a police operation using simulation

Dynamics of short-term operations scheduling in systematic supply chain distribution centres.

M. Com. University of KwaZulu-Natal, Durban, 2014.A warehouse or distribution centre has a key and vital role to play in the success of modern supply chains within business in recent times – where the term ‘warehouse’ is referred to as the commercial buildings for buffering and storing of goods. Cross docking on the other hand is more concerned with the minimisation of transportation costs within the supply chain. In as much as it is a warehouse, cross docking looks at the transit of shipment of inbound goods to their prescribed destination within a period of less than 24 hours with no intention of keeping an inventory. One of the motivating facts that drive warehouses and distribution centres into being more efficient are the customer demands to deliver the requested shipments on time, in the right quantity, in the right place with affordable price. In this study, the researcher analyses the dynamics of short-term scheduling in systematic supply chain distribution centres. The aim is to understand inbound and outbound operations, internal information sharing and to understand the role of short-term scheduling on resolving bottleneck. The phenomena of short-term scheduling is modeled by efficient scheduling of trucks, challenges encountered from inbound right through to outbound and the magnitude of information sharing within and among supply chain partners

Minimizing average handling time in contact centers by introducing a new process: Rowan Support Desk case study

Quality of a call center performance is an important factor in insuring customer satisfaction. Customers, the callers , want their requests solved quickly, permanently and to their satisfaction. Often, there are staff constraints, budget or cost limitation, and the Service Level Agreement (SLA) which is resource availability to accomplish a task within a deadline. The purpose of this research is to analyze feasible approaches to minimize the long-lasting open requests and enhance a call center\u27s performance. Multiple challenges that a call center often faces in handling requests are studied to identify key bottlenecks in the process of handling requests. Rowan University support desk is used as a case study. The focus of this study is on over-extended unsolved requests under set of specific constraints. The following two alternative solutions were investigated and compared. One involves reorganizing the routing procedure, which would allow a ticket to be rerouted to the specialists. The other scenario investigates an increase in staff and efficiencies that would come with it. The research will show that with minimal effort in rerouting the unsolved tickets, we can decrease average handling time which simultaneously increases the total number of resolved tickets and minimize total processing time

Lean Six Sigma in the Service Industry

In light of the increasing importance of the service sector, the objective of this chapter is to discuss whether the business improvement methodology known as Lean Six Sigma is applicable to the service industry as well, and illustrate some case study applications

'Call' Centres to 'Contact' Centres: Shifting Paradigms of Customer Service Systems and Research

This paper explores and compares the existing paradigm of 'call centres' as simplistic service functions underpinned by Taylorism with, the emer-gence of 'contact centres' as complex customer service systems. Such emergence has been briefly highlighted in the literature however, with little attention to the additional complexity and challenges on service design and delivery as a result of this shift. Through examination of literature and in-depth conversations with practitioners, the research has found that there is a further scope of exploration of contact centres beyond service delivery channels. Organisations have to re-consider service design and its implications on service management through fresh perspectives

Your Call Is Important to Us: Call Centres in Lethbridge, Alberta

In-bound and out-bound call centres have developed due to the spread of information and communication technologies and growing demand for information and technical support on a round-the-clock basis. Intense cost competition in the call centre sector has been the impetus for the decentralization of call centre activity to smaller peripheral cities in western Canada. Lethbridge, Alberta provides an apt case study venue with the birth of five call centres in just four years. Locational factors such as Canadian dollar exchange rates, time zones, and business climate are identified and evaluated based on interviews with management respondents. While call centre occupations have been traditionally viewed as low skilled, low paid, and “dead-end jobs,” the Lethbridge experience suggests some basis for a more optimistic view.Ye

Unsafe/Unhealthy work? OH&S outcomes in Australian Call Centres

Call centres have attracted the attention of researchers globally due to their implementation of new forms of work organisation and the implications these represent for the workforce. While there has been a great deal written on the poor working conditions within the call centre industry, and some discussion on the impact of these conditions on the health and safety of workers, there is still little known about the occupational health and well being policies and practices used in these workplaces. There has also been scant research on the health and safety experiences of call centre workers. This paper aims to address these gaps by examining whether the tasks performed and the occupational health and well being policies and practices in call centres lead to unhealthy outcomes for workers. A case study methodology is applied to explore these questions in two Australian call centres which highlight the diversity that exists in the industry. Key findings based on interviews with case study participants and key stakeholders indicate a misalignment between policy and practice, which represent various immediate and ongoing risks for employees. A number of policy concerns are raised through the data, particularly where negative occupational health outcomes can be associated with the lack of organisational compliance with employment legislation