Background: A call centre usually represents the first contact of a customer with a given company. Therefore, the quality of its service is of key importance. An essential factor of the call centre optimization is the determination of the proper number of operators considering the selected...

Bangalore based Sparsh Call Centre was set up as a subsidiary of the major telecom software company IP-Trinity, with ambitious plans of becoming a significant player in the booming BPO (business process outsourcing) space. Its strategy, in line with that of its parent group, was to focus on...

Customer satisfaction is the prime target of today’s profit making organization, and marketing discipline claims that customer satisfaction is the core concept for the efficient business. Call centre department in company easily enables the attraction of consumers to the company and sustaining...

The purpose of this paper was to assess the service quality of a call centre as perceived by its employees using the SERVQUAL model. The paper focused on employees as internal customers and the critical role employees play in the delivery of quality service. The dimensions predicting front-line...

This article applies insights from the social construction of professional identity to an understanding of the ‘professional service’ call centre representative (CSR). In this case, HR (human resources) practitioners found themselves in a CSR role in a newly constituted HR call...

Many global indicators rank countries according to valued goods such as freedom, wealth, or happiness, but they all share the same flaw: they neglect the importance of rich and diverse social relations for human well-being. The Harmony Index (HI) is an effort to remedy this flaw. It measures...

Social integration is the harmonious and coherent processing of the structures of a social system and refers to the degree to which people are integrated to the systems of a social structure. Although social integration issue is often considered on a regional scale and especially in association...

This paper uses a longitudinal data set from rural Bangladesh to analyze the factors that affect men's and women's ability to participate in groups and to engage in relationships with powerful and influential people. Unlike studies from other countries that find group membership to be positively...

This paper studies how social relationships between managers and employees affect relational incentive contracts. To this end we develop a simple dynamic principal-agent model where both players may have feelings of altruism or spite toward each other. The contract may contain two types of...

На основе диалектического подхода исследованы сущностные характеристики социально-экономических циклов в условиях капиталистической формации. Обоснована...