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Other Papers on :Lloyds Bank & TSB Group

Other Papers on :Other Management

P/M/417. Theory and practice in call centres management

(2005, 3000 words)

The paper looks at the services of call centres in Britain relating their history and problems. The issues of flexibility and stability in an organisation are addressed; staff characteristics, customer care and challenges facing managers in the call centre industry are discussed and specified in relation to the practices at Lloyds TSB call centre in Birmingham. Recommendations are given to improve the quality and efficiency of the centre.
 
   
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