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...

Purpose – The purpose of this paper is to investigate the impact of dividing the companies’ customers into different priority groups to be served according to their payment history and feedback on the business performance areas: service quality (SQ), business process time (BPT), business...

Purpose – This purpose of this paper is to use the concepts of performance and emotional labour to shed new light on the skills workers use on two workflows in one call centre. In addition, the paper demonstrates how different workflows impact on workers everyday emotional experiences and...

The importance of comprehensive direct information and service in the services sector has increased con‐siderably in the past few years. Thanks not least to rapid developments in technology it is now possible to combine hardware and software in such a way as to develop application‐ and...

Purpose – The purpose of this paper is to evaluate the interrelationship between process recovery, employee recovery and customer recovery in a financial services call centre. The authors also investigate how process recovery affects customer recovery via employees – the bridge between...