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Other Papers on :General Operations Management

P/OM/53. Call centres: issues of organisation and performance

(2005, 1500 words)

The paper reports on the work of call centres reviewing the types of data, hardware and software components they deal with. A call centres hierarchy and organizational processes that support its information system are described including performance evaluation, quality assurance, CRM, etc. The problems characteristic for developing countries are outlined.



 
   
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