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A benefits model for the call centre strategyRademeyer, Deon 13 February 2014 (has links)
M.Comm. (Business Management) / The statement at the core of the thesis is that the success of the call centre depends on a strategic benefits model. The search for the proof will be conducted within the systems theory framework. The call centre is depicted as a micro system of the bigger organisation. This micro system is influenced by external factors. Factors that are external to the organisation and factors that are external to the call centre but forms part of the rest of the organisation. Systems have internal processes that deliver specific outputs, therefore the saying that the system is perfectly engineered for the results it achieves. The call centre has internal processes to deliver certain outputs. This study tries to identify what internal processes will have an impact on a strategic benefits model for the success of the call centre. 3 Systems theory is known to have feedback loops. The call centre operation should have similar feedback loops. Call centre feedback is received from three different perspectives, that of the customer, the employees and management. The study concludes by indicating how the benefits model ensures the success of the call centre. The primary objective of the study is to determine if the success of the call centre depends on a strategic benefits model. The secondary objectives of the study are to: • Develop a model that can be used for the design, assessment and running of the call centre, • Determine which factors influence the functioning of a call centre operation, • Determine the impact of the call centre on meeting customer expectations, • Develop a measure for call centre benefits. The elements of such a strategic benefits model had to be described for the analysis.
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Optimization of call center operationsKalenzi, Lillian Kwesiga January 2019 (has links)
A research report submitted in partial fulfillment of the requirements for the degree of Master of Science in Mathematical Statistics, School of Statistics and Actuarial Science to the Faculty of Science University of Witwatersrand, 2019 / In this work, an investigation into the problem of optimising the operations of a call center is done. The call arrival process is explored and found to be a non-homogeneous Poisson process with arrival rate that is a piece-wise constant function. The call service times are found to possibly be lognormally distributed.
The use of well-known queuing models such as the Erlang A, B and C in modeling a call center’s operations with the ultimate goal of determining optimal number of agents needed to obtain an agreed upon targeted service level (SL) threshold is discussed. The target SL involves answering between 85% - 90% of all incoming calls within 15 /30 seconds as per industry norms. / TL (2020)
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The relationship between job demands, job resources, engagement, burnout and intention to quitCole, Beatrix 04 1900 (has links)
Thesis (MComm)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: The increasing demand for client-services in a highly competitive business
environment has resulted in a substantial increase in the number of call
centres in South Africa and worldwide (Carrim, Basson & Coetzee, 2006).
Within the call centre industry, turnover intentions have been identified as one
of the most pressing problems in terms of cost and productivity. This research
suggests that the exploration and then the alteration of job resources and job
demands will help elicit factors that foster engagement and will help lessen
and/or alleviate burnout experiences. This in turn will help to decrease
turnover intentions in the South African call centre industry. This research
attempts to investigate the proposed relationships between the constructs in a
structural model.
The literature review defines turnover, turnover intention, engagement,
burnout as well as job demands and job resources, using the Job Demands-
Resources model. It also discusses the importance for organisations to
understand employees’ turnover intentions. The literature review aims to
portray that there are relationships between the five constructs. The current research was conducted in 5 inbound/outbound South African call
centres. The sample was comprised of 122 participants and a non-probability
sampling technique, convenience sampling was utilized. A self-developed
Biographical Questionnaire, the Utrecht Work Engagement Scale (UWES)
and the Maslach Burnout Inventory Questionnaire (MBI) were used as
measuring instruments. Job demands and job resources using the Work
Design Questionnaire (WDQ) by Morgeson and Humphrey (2006) were used
as well as a Turnover Intentions Questionnaire developed by Roodt (2004)
cited in Adam and Roodt (2008). A reliability analysis was done to assess the
measurement properties of the respective measures, and all scales showed
highly acceptable reliability.
The data wereanalysed using the soft approach to Structural Equation
Modeling that is Partial least squares path modeling. The results indicate that all of the relationships tested are significant. A model testing engagement and
burnout as mediators were also investigated. Both relationships were
insignificant hence engagement is a mediator between job resources and
intention to quit and burnout a mediator between job demands and intention to
quit. This was also confirmed by two separate Sobel tests (Sobel, 1982).
This study adds to existing literature on job resources, job demands,
engagement, burnout and intention to quit by providing insights into the
relationships among these constructs. This study also provides call centres
with valuable information for the development and/or alterations of working
conditions aimed at mitigating turnover behavior and maximizing
organizational outcomes through an engaged workforce. / AFRIKAANSE OPSOMMING: Die toenemende vraag na kliënt-dienste, in 'n hoogs mededingende sakeomgewing,
het gelei tot 'n aansienlike toename in die aantal van oproep-diens
sentrums in Suid-Afrika asook die wêreld (Carrim, Basson & Coetzee, 2006).
Intensie om te bedank is geïdentifiseer as een van die mees dringende
probleme in terme van koste en produktiwiteit, binne oproepsentrums. Hierdie
navorsing dui daarop dat die eksplorasie en die verandering van werkbronne
met betrekking tot die werksomgewing en werkvereistes; sal faktore ontlok
wat kan aanleiding gee tot die verbintenis betrokkenheid van personnel, en
sal ook help om uitbranding ervarings te verminder of om te verlaag. Dit op sy
beurt sal meerbring dat intensie om te bedank dus verlaag word binne die
Suid-Afrikaanse oproepsentrum-bedryf. Hierdie navorsing poog om die
voorgestelde verwantskap tussen die konstrukte in 'n strukturele model te
ondersoek.
Die literatuuroorsig definieer omset, intensie om te bedank, verbetenis,
uitbranding sowel as werkvereistes en werkbronne, met die hulp van die
werk-eise model. Dit bespreek ook die belangrikheid vir organisasies om
werknemer omset bedoelings te verstaan. Die literatuuroorsig poog om die
verwantskap tussen die vyf konstrukte te illustreer. Die huidige navorsing was gedoen by 5 inkomende/uitgaande Suid-
Afrikaanse oproepsentrums. Eenhonderd twee en twintig (122) deelnemers
was in die navorsing gebruik en 'n nie-waarskynlikheidsteekproefneming
tegniek, gerieflikheidsteekproef was benut. 'n Self-ontwikkelde biografiese
vraelys, die Utrecht Werksbegeesteringskaal (UWES) en die Maslach
Uitbrandingsvraelys (MBI) was as meetinstrumente gebruik. Werkvereiste en
werkbronne was gemeet deur die werk Ontwerp vraelys (WDQ) wat deur
Morgeson en Humphrey (2006) ontwikkel is, addisioneel tot die voorafgaande
was omset bedoelings vraelyste wat deur Roodt (2004) ontwikkel is soos
aangehaal in Adam en Roodt (2008). 'n Betroubaarheid analise is gedoen om
die meting eienskappe van die onderskeie maatreëls te evalueer, en daar is
bevind dat al die skale hoogs aanvaarbare betroubaarheid toon. Die data is ontleed met gebruik van die sagte benadering tot strukturele
vergelykingsmodellering wat PLS modellering. Die resultate dui daarop dat al
die verhoudings wat getoets was betekenisvol is. 'n Model toets verbintenis
en uitbranding as bemiddelaar is ook ondersoek. Beide verhoudings was
onbeduldende daarom is verbintenis ‘n bemiddelaar tussen werkbronne en
voorneme om te bedank en uitbranding 'n bemiddelaar tussen werk eise en
intensie om te bedank. Dit is ook bevestig deur twee afsonderlike Sobel
toetse (Sobel, 1982).
Hierdie studie dra by tot die bestaande literatuur oor werkbronne,
werkwerkvereistes, uitbranding en intensie om op te bedank deur die
verskaffing van insigte in die verhoudings tussen hierdie konstrukte. Hierdie
studie bied ook vir oproepdiens-sentrums waardevolle inligting vir die
ontwikkeling en/of verandering van werksomstandighede wat daarop gemik is
om die veranderende opset van omset gedrag en om optimale uitkoms van
verandering vir die organisasie deur 'n betrokke werksmag te benut.
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The impact of high Telecommunications costs on the callcentre industry in Cape Town, South AfricaNgobeni, Robson Mpande January 2009 (has links)
Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2009. / This study provides a comprehensive overview of challenges and obstacles that
are caused by high telecommunications costs within the callcentre industry in Cape
Town, South Africa. This study couldn't have come at a better time considering the
current turbulent economic circumstances around the world. The study focuses on
key areas such as, growth, profitability, employment creation and sustainability of
callcentres.
In order to fulfil research requirements, primary data was collected by using a
quantitative data collection approach in the form of questionnaires and interviews.
Results indicate that the biggest obstacle to growth within the callcentre industry in
the Western Cape, is high telecommunications costs.
The study recommends that our Government should intervene through its
communications departments as means to reduce current telecommunications
costs. Callcentres should also explore use of new telecommunications technology,
namely VoIP. A solution to the high telecommunications costs will not only benefit the callcentre
industry but the entire country through foreign direct investments, job creation and
poverty alleviation. This will result into true empowerment of our society.
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Work dysfunctions and their consequences as experienced by call centre agentsWerner, Ann 12 1900 (has links)
Thesis (MA (Industrial Psychology))--University of Stellenbosch, 2007. / Overview of previous work: Previous research on call centres has identified the inherent
stressful nature of the call centre agent job. In fact researchers have gone so far as to name
call centres ‘sweatshops of the new millennium’, (Crome, 1998; Fernie, 1998). Comparative
studies between human service work and burnout have often featured in current literature as
have studies concerning the correlations between call centre work and job satisfaction, the
effects of shift work, and stress in the call centre environment.
Purpose: However, the purpose of this study, avoiding a comparative approach, is to focus
on one organisation in particular, in order to assess the varied work dysfunctions present in its
call centre. The study is particularly important in the light of the proposed development of the
call centre industry in South Africa at this time. A more comprehensive understanding
therefore, of the pitfalls of call centre work, would be beneficial to those currently running
call centres as well as those planning their implementation. At the outset, stress was
considered a pivotal dysfunction within the call centre, from which other maladies often
ensued such as substance abuse, depression and eating pattern disruptions. Work challenges
too, manifest in the field data, namely insufficient training and managerial / system problems.
The research therefore includes the exploration of these factors serving to highlight both the
more socio-cultural and emotional issues, as well as on-the-job grievances encountered by
call centre agents.
Design / methodology / approach: Owing to the exploratory nature of the study, a focus
group methodology was used, allowing for in-depth qualitative research which catered for a
far reaching and comprehensive understanding of current work issues. As the study concerns
only call centre agents, the roles of supervisors and managers were not included. The sample
comprised four different groups, of randomly selected call centre agents, with a total of 27
participants. Demographics revealed male and female participants of differing marital status,
educational qualifications, but with tenure at a call centre between 2 and 6 years, and aged
between 20 and 40 years.
Findings: Support was found for the following dysfunctions in the process, with stress as
primary harbinger of other dysfunctions, many exacerbated by the stressful nature of shift
work, and the resultant work-life imbalance. Stresses encountered due to ineffective systems, training processes, and call centre management were also significant. On a positive note, of
interest was the unanimous agreement that within this particular field study, workspace
ergonomic considerations were thought not to add to call centre dysfunction.
Research limitations / implications: Even though four groups from two different call
centres were observed, they were part of the same organisation, in Cape Town in the Western
Cape. In this way commonalities in terms of reactions to systems, policies etc were thought
likely to be similar, however owing to the shift work nature of call centres through out South
Africa, it is believed that significant correlations could be determined, in any organisation. A
comparative study across various differing organisations and locations therefore could be
investigated.
Originality / value: Owing to the very stressful nature of call centre work, the focus groups
revealed themselves to be cathartic in nature as participants thoroughly embraced the process,
and personal experiences were often disclosed by participants which facilitated realistic
discussions. In this way, meaningful qualitative data was collected, and can be used to
ameliorate current call centre conditions, and to allow better planning for future
implementation. Furthermore, the research has exposed a number of further study options, as
e.g. owing to their significance, each dysfunction could be investigated further and covered
individually in separate research papers, as could the role in management, and training within
the call centre milieu.
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'n Bedryfsielkundige ondersoek na die verband tussen emosionele intelligensie en werksprestasie in die oproepsentrum-omgewingNel, Heidemarie 07 1900 (has links)
Thesis (MA.)--University of Stellenbosch, 2001. / ENGLISH ABSTRACT: Worldwide call centres are being used by organisations to provide services and
products to their clients in an immediate, interactive and cost-effective way. Taking
into consideration the characteristics of call centres, the important contribution they
make to the economical success of present day organisations, as well as the demands
that this environment makes on employees, the question arises whether emotional
intelligence is related to performance in call centres.
A literature study of the nature and extent of emotional intelligence, with specific
reference to the workplace, was carried out. Focus was further placed on call centres
and the influence emotional competencies have on success in this environment.
Emotional intelligence is conceptualised, as competencies that may enable individuals
to use emotions to their advantage to achieve desired outcomes. In the literature
emotional intelligence is regarded as a factor that influences an individual's
performance. The primary goal of this study was to determine whether there is a
relationship between emotional intelligence and performance in the call centre
environment.
The sample in this study is compiled of 135 call centre agents, working respectively
in client service, sales and administrative environments, in a life assurance company.
A questionnaire consisting of biographical items, the "Emotional Competency
Inventory" and a performance rating, was used to obtain the necessary data from the
subjects.
rThe results of this study revealed that a statistically significant and positive
correlation exists between emotional intelligence and performance in call centres. No
statistical significant difference was found between the correlation of emotional
intelligence and performance in the respective call centre environments of client
service, sales and administration. A positive and statistically significant correlation
was found between performance and the four areas of emotional intelligence, namely
self-awareness, self-management, social awareness and social skills. With regard to the mean scores of emotional intelligence and performance, the results of the study
suggest no statistically significant difference between the respective call centre
environments. It was also established which combination of emotional competencies
serves as best predictors of performance in the call centre environment.
The main objectives of this study were successfully achieved. General conclusions
and possible explanations for the above-mentioned findings are presented. Finally the
implementation value of the study is discussed and recommendations for future
research are made. / AFRIKAANSE OPSOMMING: Oproepsentrums word wereldwyd deur organisasies aangewend om hul kliente op 'n
onmiddellike, interaktiewe en koste-effektiewe wyse van dienste en produkte te
voorsien. Teen die agtergrond van die kenmerke van oproepsentrums, die
betekenisvolle bydrae wat dit tot die ekonomiese sukses van vandag se organisasies
lewer, asook die eise wat hierdie omgewing aan werknemers stel, ontstaan die vraag
of emosionele intelligensie met werksprestasie in oproepsentrums verb and hou.
'n Literatuurstudie oor die aard en omvang van emosionele intelligensie, met
spesifieke verwysing na die werksplek, is uitgevoer. Verder is op oproepsentrums en
die invloed van emosionele bevoegdheid op die werksukses in hierdie omgewing
gefokus.
Emosionele intelligensie word gekonseptualiseer as bevoegdhede wat individue in
staat mag stel om emosie tot hul voordeel aan te wend ten einde die verlangde
uitkomste te bereik. Emosionele intelligensie word in die literatuur as 'n faktor wat 'n
invloed op 'n persoon se werksprestasie kan he geidentifiseer. Die primere
doelstelling van hierdie studie was om te bepaal of daar 'n verband tussen emosionele
intelligensie en werksprestasie in die oproepsentrum-omgewing bestaan.
Die steekproef in hierdie studie bestaan uit 135 oproepsentrum-agente in 'n
lewensversekeringsmaatskappy wat onderskeidelik in klientediens, verkoops- en
administratiewe omgewings werksaam is. Daar is van 'n vraelys bestaande uit
biografiese items, die "Emotional Competency Inventory" en 'n werksprestasietelling,
gebruik gemaak om die nodige inligting van die proefpersone te bekom.
Die resultate van hierdie ondersoek toon dat daar 'n statisties beduidende en positiewe
verband tussen emosionele intelligensie en werksprestasie in oproepsentrums bestaan.
Geen statisties beduidende verskil is aangetref tussen die korrelasies van emosionele
intelligensie en werksprestasie in die onderskeie oproepsentrum-omgewings, naamIik
klientediens, verkope en administrasie, nie. 'n Positiewe en statisties beduidende
verb and is gevind tussen werksprestasie en die vier areas van emosionele intelligensie, naamlik selfbewussyn, selfbestuur, sosiale bewussyn en sosiale
vaardigheid. Ten opsigte van die gemiddelde tellings van emosionele intelligensie en
werksprestasie dui die resultate van die studie op geen statisties beduidende verskille
in die onderskeie oproepsentrurn-omgewings rue. Verder is vasgestel watter
kombinasie van emosionele bevoegdhede as die beste voorspellers van werksprestasie
in die oproepsentrum-omgewing funksioneer.
Die vemaamste doelstellings van hierdie studie IS suksesvol bereik. Algemene
gevolgtrekkings en moontlike verklarings vir bogenoemde bevindings word
aangebied. Laastens word die implementeringswaarde van die studie bespreek en
aanbevelings vir verdere navorsing gedoen.
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The impact of the workplace environment on the emotional and physical wellbeing of call centre agents in the Cape MetropoleMiller, Noleen Bonita January 2014 (has links)
Thesis submitted in fulfilment of the requirements for the degree
Master of Technology: Business Administration
in the Faculty of Business
at the Cape Peninsula University of Technology
2014 / Call centres have become an important source for organisations to provide efficient information to their customers through cost-effective communication channels. Call centres are defined as a work environment in which the main business is mediated by computer- and telephone-based technologies that allow the effective distribution of incoming calls to available staff, and permit customer–employee communication simultaneously with the use of display screen equipment (DSE) and instant access to information. Working in a call centre is often linked with high stress levels, difficult customers, shift work, high workload demand, absenteeism and high employee turnover rates. The work characteristics of call centres include performance targets where employees are required to achieve set targets, undergo close performance monitoring, performance appraisal systems, limited task variation, repetitive work and limited autonomy. The physical environment in the call centre is often associated with open-plan office layouts and booths where noise levels and workstations are positioned in close proximity to each other.
Wellbeing in call centres has become a concern and the research was undertaken to establish what effects the working environment (physical environment and job characteristics) in call centres in the Cape Metropole has on the wellbeing of call centre agents.
A quantitative research method was employed in the study. A structured questionnaire was distributed via SurveyMonkey® to call centre agents from four participating call centres in the Cape Metropole. The combined target population of the four call centres was 760. A sample size of 200 was determined by using the Raosoft Incorporated® calculation tool. Although the aforesaid sample size sufficed, a response rate of 275 was received.
Questions relating to job characteristics and significance of the work were based on the Job Diagnostic Survey by Hackman and Oldham. Social support questions were based on the instrument developed by Caplan, Cobb, French, Van Harrison & Pinneau in 1975. Job demand questions were based on the instrument developed by Karasek in 1979, and only the section on job demand was used. Performance monitoring and physical work environment were measured by using the questions based on these variables by Sprigg et al in 2003. Emotional wellbeing questions relating to burnout were measured using the Oldenburg Burnout Inventory. The wellbeing questions relating to vocal health, optical health and auditory health were based on the questionnaires developed by Sprigg et al. in 2003. General health was measured using the “Somatic Complaints” section of the NIOSH Generic
Job Stress Questionnaire. Musculoskeletal health problems were measured using the Cornell Musculoskeletal Discomfort Questionnaire (CMDQ) developed by Hedge in 1994.
Research question 1 addressed the gender perceptions of job characteristics, physical work environment and emotional and physical wellbeing. A T-test was conducted to answer the research question and the results revealed that there was no significant difference in gender perception on job characteristics; however there was a significant difference in perception of the physical work environment and wellbeing. Research question 2 addressed whether there is a significant difference in emotional and physical wellbeing experienced by call centre agents from various industries. A MANOVA analysis was conducted to determine the significance in industries, p = .015, and an ANOVA analysis was conducted that revealed agents working in the online retail as well as financial service industries were more likely to experience disengagement, p = .035. Research question 3 addressed the factors in the workplace environment that contribute to emotional and physical wellbeing problems. An ANOVA analysis was conducted and the results revealed lack of skills variety, p = .014, contributes to exhaustion; lack of autonomy, p = .040, contributes to disengagement; lack of supervisor support, p = .009, contributes to exhaustion, job demands, p = .000, contribute to exhaustion, performance monitoring, p = .036, contributes to exhaustion; and workstation layout, p = .001, contributes to auditory health problems. Research question 4 addressed whether there is a significant relationship between job characteristics, physical work environment and wellbeing. A Pearson correlation analysis was conducted and the results revealed that there is a significant relationship between job characteristics, physical work environment, and wellbeing.
It can be concluded that the workplace environment does have an impact on the wellbeing of call centre agents in the Cape Metropole. It is imperative that the management of call centres understand the nature of the job and how the physical environment contributes to job stress; burnout; vocal, auditory, and optical health problems; and musculoskeletal disorders. The researcher recognises that there are essential job characteristics associated with call centre work but that there are elements of the job that can be redesigned to improve the wellbeing of call centre agents. It is recommended that management implement interventions which will redesign those elements within the workplace environment that contribute to wellbeing issues. The findings of this study add to existing literature and knowledge of the workplace environment and wellbeing of call centre agents.
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A critical evaluation of first line managers' perceptions of organisational change at SanlamNoemdo, Leon Abraham January 2009 (has links)
Thesis (MTech (Business Administration))-- Cape Peninsula University of Technology, 2009 / A quantitative research study was conducted in order to obtain insight and knowledge of the perceptions of management with regard to changes taking place within the Financial Services Sector (FSS). The call centre at Sanlam Head Office in Bellville was used as a case study, and focus was primarily with first line managers at the call centre. The motivation for the study stemmed from the researcher’s experience within the FSS coupled with introduction of legislation for financial service providers. The ultimate objective of the study is to provide generic guidelines of how managers should respond to change on various and different levels and to equip managers with tools to apply during change phases and cycles within the organization.
The literature review covers areas that releates to how managers responded to change in areas of leadership, culture, structure and legislation. Changes in these four areas were researched from different authors that specialize in organizational development, leadership development, organizational change and legislation. These ideas and perspectives from a range of South African and international writers gave the researcher an opportunity to conceptualize change, in general, and to provide a clearer understanding of generic competencies that are required to deal with it. Some models of how to deal with resistance to change and key success factors in dealing with it, are discussed.
The researcher elected to work with managers at the Sanlam call centre, since they experience and are directly exposed to implementation of change at grassroots level.
Results of the research confirm that dealing with change is a challenging experience for managers. A participatory management approach will result in less resistance from employees. The investigation also recommends that deciding on a vision with all key role players is not a once-off occurrence, but should be revisited, realigned and adjusted as the need arises within the organization. Furthermore, the results confirm that soft skill training and development such as conflict and diversity management should be implemented during the diversity and the changing face of the workplace.
The main objective and recommendation is that managers should relook and revisit their management styles, involve all role players during decision making processes, and value and appreciate employee’s inputs and ideas.
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