Effective Call Center Management: Evidence from Financial Services

Patrick T. Harker · Frances X. Frei

20 citations0/0 files storedRePEc: Research Papers in Economics

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Abstract

Call centers are quickly becoming the major point of contact for serving customers and generating new revenue in a variety of industries. No where is this growth in the importance of call centers more apparent than in the financial services industry. This paper presents the results of a survey of the management of call center operations at major financial service firms. The results clearly indicate the importance of human resource management practices and technology in creating high-performance call center environments.

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2010Contact center: information systems design 2000Value Creation and Process Management: Evidence from Retail Banking

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