Employee Attrition is considered as major issues by organizations across the globe as well as specifically in call center jobs. This paper initially highlights the rapid growth in the call centre sectors in Chennai city. It then makes an analysis based on an empirical study. In this study it is...

We consider a call center model with multiple customer classes and multiple server pools. Calls arrive randomly over time, and the instantaneous arrival rates are allowed to vary both temporally and stochastically in an arbitrary manner. The objective is to minimize the sum of personnel costs...

This survey examines a range of issues in call centres in South Africa, including employment conditions and practices, training and development, work organisation & job design, monitoring and performance management, customer contact and customer satisfaction, and the impact of unionisation

The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study...

The main goal of the paper is to interpret the concept of organizational change in the perspective of critical management studies, by analyzing both the discourses and the control practices used by management. We aim at denaturalize the concept of change related to transition from a bureaucratic...

We study inbound call centers in fourteen businesses, using interview-based case studies. Contrary to the notion that U.S. businesses are eliminating job security and internal career tracks, these firms still incorporate these features in their job structures, and in many cases businesses that...

Despite the interest over recent years in the fragmentation of organizations and the development of contracting, little attention has been paid to the impact of the associated inter-organizational relationships on the internal organization of employment. Inter-organizational relations have been...

This study investigates the role of employee engagement in the social exchange theory. The study examines the effects of High performance work practices (HPWPs) on service performance, moderated by employee engagement. Little attention has been given to understand the employee engagement on...

The COVID-19 pandemic has made teleworking a widespread form of work for contact center workers in Portugal, who are already used to work processes supported by technological platforms and digital workflows, but with little adherence to remote work. Deepening knowledge about the impact of...