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Call centre service quality for the public: a Scottish framework for the future

Call centre service quality for the public: a Scottish framework for the future Purpose – The purpose of this paper is to evaluate the quality of service provided by the Stirling Council call centre with a view to determining the essential elements of best practice. Design/methodology/approach – The method involves questionnaires to Scottish local authorities about their use of call centres, interviews with Stirling Council managers and call centre employees and some participant observation to gain a detailed view of both the management and operations of the call centre. Findings – The findings are grouped into the topics of communication, training, quality and systems/technology, with improvements suggested in a few areas. Overall, the approach to service quality in the call centre tends to be more qualitative than quantitative with a good awareness of learning and management related issues. Originality/value – The value/contribution of the paper lies in the definition of essential best practice call centre management components, presented in a framework involving aims, enablers and results. This model is proposed for generalised use in both the public and private sectors; it would henceforth benefit from some testing and further refinements. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Call centre service quality for the public: a Scottish framework for the future

Managing Service Quality , Volume 18 (2): 15 – Mar 21, 2008

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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520810859238
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to evaluate the quality of service provided by the Stirling Council call centre with a view to determining the essential elements of best practice. Design/methodology/approach – The method involves questionnaires to Scottish local authorities about their use of call centres, interviews with Stirling Council managers and call centre employees and some participant observation to gain a detailed view of both the management and operations of the call centre. Findings – The findings are grouped into the topics of communication, training, quality and systems/technology, with improvements suggested in a few areas. Overall, the approach to service quality in the call centre tends to be more qualitative than quantitative with a good awareness of learning and management related issues. Originality/value – The value/contribution of the paper lies in the definition of essential best practice call centre management components, presented in a framework involving aims, enablers and results. This model is proposed for generalised use in both the public and private sectors; it would henceforth benefit from some testing and further refinements.

Journal

Managing Service QualityEmerald Publishing

Published: Mar 21, 2008

Keywords: Call centres; Customer services quality; Managers

References