Call centre literature review

Mueller characterises customer relationship management aspect of the business as a highly dynamic, and convincingly argues that businesses have to adopt a proactive approach in devising relevant programs and initiatives in order to remain competitive in their industries. Sinkovics and Ghauri relate the necessity for engaging in customer relationship management to high cost of direct sales, highly intensifying level of competition in the global level, and need for information about various aspects of the business in general, and consumer behaviour in particular, that can be used to increase the levels of sales. According to Peppers and Rogers , there is global tendency in customer relationship management that relates to the shift from transactional model towards the relationship model. In other words, Peppers and Rogers argue that satisfying customer needs as a result of on-time transaction is not sufficient today in order to ensure the long-term growth of the businesses. Instead, businesses have to strive to maintain long-term relationships with their customers in order to maintain flexibility to adopt their increasing expectations and thus achieving their life-long loyalty. Peppers and Rogers further stress that, businesses that refuses to acknowledge this tendency in the global marketplace would be risking their market share and growth prospects in the future.
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Strategy for Call Centre Development - Assignment Example

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Having identified issues concerning employee retention, recommendations will be suggested to rectify the situation. This feedback highlights trends to the retail network and any courses of action that need to be undertaken. The objectives of this research are as follows: Review and evaluate the underlying theoretical factors affecting employee retention in the form of a literature review Establish appropriate research methods to analyse and evaluate labour turnover issues at XYZ Research Analyse data obtained from the research process Formulate conclusions based around information obtained from the analysis Formulate recommendations as to an appropriate strategy to improve employee retention at XYZ Research. The objectives of this research are as follows: Review and evaluate the underlying theoretical factors affecting employee retention in the form of a literature review Establish appropriate research methods to analyse and evaluate labour turnover issues at XYZ Research Analyse data obtained from the research process Formulate conclusions based around information obtained from the analysis Formulate recommendations as to an appropriate strategy to improve employee retention at XYZ Research 10, words — 58 pages in length Excellent use of literature Good in depth analysis Well written throughout Ideal for HR, CIPD and business students 1. Select reference number hrman from the dropdown list 2.
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Call Centre Management Hierarchy

Based on these considerations, this paper shall outline how a fully functional call centre could be implemented; including equipment use and usage of technologies alongside costs. First and foremost, it is important to consider the labour pool for the call centre. This labour pool would trigger the decision on where to set the call centre up. The decision on where to pluck the labour pool for technical support should be based on labour availability in the area where Galway is located, the labour competition, the educational level of potential agents, and appropriate wages for potential agents Copito, It is also important to consider geographical factors, cost of living, quality of schools, transportation and similar factors affecting the labour pool.
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Background: Syndromic surveillance can supplement conventional health surveillance by analyzing less-specific, near-real-time data for an indication of disease occurrence. Emergency medical call centre dispatch and ambulance data are examples of routinely and efficiently collected syndromic data that might assist in infectious disease surveillance. Scientific literature on the subject is scarce and an overview of results is lacking. Methods: A scoping review including i review of the peer-reviewed literature, ii review of grey literature and iii interviews with key informants.
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