Contact centers organization, communication channels, and contact centers employees

Dasic, Danijela; Kostić-Stanković, Milica

doi:10.5937/bankarstvo1501116d

Cited by 2 publications

(2 citation statements)

References 9 publications

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“…Workers have little control over the distribution of the amount of work since calls are distributed automatically through specific software (Chambel & Castanheira, 2010) and they are pressured to achieve goals and results individually (Costa & Costa, 2018). Dasic and Kostic-stankovic (2015) emphasized that working in CC is not easy, because it often involves interacting with difficult customers, requires good communication skills, in-depth knowledge of the products that customers are looking for and dexterity in handling equipment. These characteristics of the CC activity originate a high pressure that causes wear, not only on a physical but also on a psychological level, leading to problems of attachment and identification with the function (Ziliotto & Oliveira, 2014).…”

Section: 1mentioning

confidence: 99%

Exploring Organizational Commitment in a Post-Covid Era: A Study in Customer Contact Centres in Portugal

2023

MiR

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Studies carried out in contact centres present worrying results in relation to the organizational commitment of their employees, which leads to high levels of absenteeism and turnover. However, the covid 19 pandemic demanded physical and social distancing for workers, which led to companies recommending flexible work models. These changes contributed to a strong growth in teleworking and hybrid models, which have been debated in the literature as generators of employees' greater satisfaction and organizational commitment. In this sense, this study aims at exploring the level of organizational commitment (affective, calculative and normative) in the contact centre sector in the post--pandemic period, in which hybrid work models gained greater importance and to analyse the relationship between these three levels of commitment and age and seniority. A quantitative methodological approach was employed through a questionnaire survey applied to a sample of 400 respondents. Findings allowed to conclude that the level of organizational commitment in the three dimensions is similar among workers in the contact centre industry soon after the pandemic period, and positive correlations were found between affective commitment and normative commitment, as well as between calculative and affective commitment. Furthermore, findings demonstrated that levels of organizational commitment vary according to age groups. Regarding seniority, the three levels of commitment are higher for employees who work at the company for 2-3 years.

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Section: 1mentioning

confidence: 99%

Exploring Organizational Commitment in a Post-Covid Era: A Study in Customer Contact Centres in Portugal

2023

MiR

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“…As previsões de chamadas em centrais de teleatendimento devem levar em consideração três aspectos [2] : I) previsões do total de chamadas ou previsões por tipo de chamadas (chamadas para cancelamento de serviço, para novos clientes, para atendimentos especializados); II) dados disponíveis para o modelo de previsão, por exemplo, em algumas centrais de teleatendimento os níveis de serviço são monitorados de 15 em 15 minutos, de forma horária ou diária; e III) o intervalo de previsão gerado pelo modelo, necessário para tomada de decisão. Este item está relacionado ao tipo de questão que o modelo de previsão deve responder.…”

Section: Previsão De Chamadasunclassified

Programação genética aplicada no processo de previsão: um estudo de caso aplicado em chamadas de uma central de teleatendimento

Lopes¹,

Santos²,

Martins³

2018

Proceedings XIII Brazilian Congress on Computacional Intelligence

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Resumo Este trabalho apresenta um estudo de caso utilizando a programação genética como uma proposta para obter um modelo de previsão de chamadas para centrais de teleatendimento.É apresentado também um modelo clássico utilizado em séries temporais com um ajuste para as centrais de teleatendimento. Um processo de extração de características da sérieé apresentado e utilizado na programação genética. Os resultados do estudo de caso indicam que a programação genéticaé viável com resultados superiores ao modelo clássico. Melhorias e trabalhos futuros são indicados no intuito de explorar esta abordagem de computação evolucionária para séries temporais em previsão de chamadas.

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Contact centers organization, communication channels, and contact centers employees

Cited by 2 publications

References 9 publications

Exploring Organizational Commitment in a Post-Covid Era: A Study in Customer Contact Centres in Portugal

Exploring Organizational Commitment in a Post-Covid Era: A Study in Customer Contact Centres in Portugal

Programação genética aplicada no processo de previsão: um estudo de caso aplicado em chamadas de uma central de teleatendimento

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