Preview
Preview

Managed Development of Call Centers Essay

:: 3 Works Cited
Length: 1383 words (4 double-spaced pages)
Rating: Purple      
Open Document
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Under-scrutinized until the late 1990s, call centres have now got significant scholastic consideration. The astounding and managed development of call centres, stretching out far past their starting bases in the financial and telecommunications areas, has bewildered the early scepticism. The competitive advantage for the companies picked up through the combination of phone and VDU advances, giving immediate phone based client services and selling led to widespread of this phenomenon. The growing financial sector has given the UK government's modernising motivation, which expects to guarantee that, by 2002, 25% of its administrations are open electronically.

This case they investigated the truth of the labour processes at the call centres and labour related issues. In this process, it has touched upon civil arguments concerning the way of IT work and the current organisation. The significance to the call centre labour procedure are two ranges of theories in concern. Firstly, and in particular, attention will be provided for the pertinence of Foucauldian 'electronic Panopticon' viewpoints, whose fascination has demonstrated overwhelming to both prevalent commentators (Arkin, 1997) and scholastics (Fernie and Metcalf, 1997) as they have endeavored to theorise the nature and knowledge of call centre work. Also, it makes reference to the idea of 'emotional labour', as expounded at first by Hochschild (1983).
An examination of the labour process which catches the complexities of both that is the ways in which the work is organised and the way it is encountered by specialists will be emulated by an exchange of what are broadly viewed inside the industry as focal issues in the administration of labour relations. In countering excessiv...


... middle of paper ...


...ilemmas of the call centre workers where the stress of the employees in this industry is very high due to increased surveillance and also high attrition rate in the industry because of the lack of opportunities there. The majority problem lies in the working of the call centres that causes more stress and lower opportunities to grow in this sector. This has led to increase in the resistance of the employees and more trade unions are being made to help out the employees.

WORD COUNT- 1491

REFERENCES:

Handy. J.K. The future of Indian Work, Basil, Blackwell.

Taylor, P.M(1997) Call Centre in Europe, CC Paper no.066, Sydney, Australian Graduate School Of Management, University of South Wales.

Harry, Tom.S(1992) Call centres in Scotland, Glasgiw, Scottish Enterprise

Jenny, F. & Ford,N.(1993) Resistance and power In Organization, London, Routledge






Click the button above to view the complete essay, speech, term paper, or research paper








This essay is 100% guaranteed.


Title Length Color Rating  
Labor in Call Centers Essay - ... For if the utilisation of ACD frameworks connoted the essential standard of the original of call centres, the appropriation of Interactive Voice Recognition, the presentation of call blending and the advancement of web empowered multi-media contact centres could be seen to constitute worthy steps in their later development. Dynamic development and mechanical enhancement have generated both transformation and progression in organisational structure. In any case, in spite of this development, the call centres remains described at heart by the combination of computer technologies and telephones Fernie and Metcalf, 1997, 3 have criticized the way of working in the call centres....   [tags: telecommunications, electronic, supervision] 1423 words
(4.1 pages)
Research Papers [preview]
Growth of Call Centers Essay examples - In this paper of Taylor and Bain there is a discussion about the fast pace of growth the call industry is following in the late 1990’s. The astounding and oversaw advancement of call centres, extending far past their beginning bases in the monetary and telecommunications zones, has bewildered the early doubt. The point of interest for the organizations got through the consolidation of telephone and VDU developments, giving prompt telephone based customer administrations and offering prompted boundless of this sensation....   [tags: Taylor and Bain, Fast Pace Growth, Call Industry]
:: 8 Works Cited
1434 words
(4.1 pages)
Powerful Essays [preview]
Call Centers: The New Assembly Line Essay - The advent of the Internet, along with other technology advances, has caused dramatic changes to the way buying and selling is done. Technology has impacted how companies do business, including changing distribution methods and customer service systems. Inbound call centers used for customer service have become increasingly popular as a way of trying to reduce cost and increase efficiency. By centralizing customer service staff into large facilities, companies can help reduce the overhead costs associated with many smaller offices in different locations....   [tags: customer service, managment, technology]
:: 5 Works Cited
607 words
(1.7 pages)
Strong Essays [preview]
The Development of Data Centers Essay - Data Center is a large group of networked computer servers usually used by institution for the remote storage, processing, or distribution of large amounts of data. A data center physically establishes various equipment. For example: computers, servers, switches, routers, data storage devices, load balancers, wire cages or closets, vaults, racks, and associated equipment. It stores, manages, processes, and exchanged digital data and information of a company. Also, distribute application services or management a various data processing, such as web hosting on the Internet, telecommunication, and information technology....   [tags: computers, company, information] 1896 words
(5.4 pages)
Powerful Essays [preview]
Essay about call centers - Call Centers -- RP's Emerging Sunshine Industry The call center service has been dubbed the country's latest sunshine industry, expected to generate around 24,000 jobs in the next two years. When a door closes, a window opens. Even as the Philippines feels the fallout from the global IT crunch, it has benefited from the prevailing cost-cutting trend in an unexpected way -- an unprecedented boom in the call center business. Indeed, the call center service has been dubbed the country's latest sunshine industry, with the sector expected to generate around 24,000 jobs in the next two years, according to Toby Monsod, former assistant secretary of the Department of Trade and Industry (DTI)....   [tags: essays research papers] 2473 words
(7.1 pages)
Strong Essays [preview]
Changing Urban Realities in India in Chetan Bhagat's One Night @ The Call Center and 2 States - In Bhagat's fiction the attitude of youths towards love, marriage, and sex is not at all emotional; on the contrary it is quite casual. Love, as it is an instinctual feeling, the young generation feels the vibrations of it every now and then but the expression of it and the carrying of their love relationships have definitely changed. As we see in his fictions, there are love proposals and rejections of them but everything is taken quite healthily or say in a matter- of- fact way. Vroom in the call centre loved Esha, and proposed her three to four times, and she kept rejecting him all these times....   [tags: One Night @ The Call Center, 2 States ]
:: 11 Works Cited
1174 words
(3.4 pages)
Strong Essays [preview]
The Advantages of Child Care Centers Essay - “In 2002 63% of children under age five were placed in some type of non-maternal child care setting” (Peng and Robbins, 1). This large percentage is due to the fact that many families especially child bearing women have no choice but to work in order to support their growing family. Therefore the parents have the option of enrolling their children into a type of non-maternal or family based childcare facility. Even though this may what’s more convenient for most parents, there’s still a lot of thought that goes into deciding what center will offer your child the most, developing wise....   [tags: Child Development ]
:: 1 Works Cited
1449 words
(4.1 pages)
Powerful Essays [preview]
IP Call Centers Essay - Abstracts assignment APA Style used. Kondisetty, Sudhakar (April 05, 2001). VoIP in your contact center – much more than cheap phone calls. [Electronic version]. ComputerWorld. Retrieved on May 20, 2004, from http://www.computerworld.com/softwaretopics/crm/story/0,10801,59262,00.html VoIP helps develop your CRM (customer relationship management) strategy and enlarge client loyalty, enhance operating competence and boost sales in addition to noticeable savings from eliminating long-distance tolls....   [tags: telephone systems] 656 words
(1.9 pages)
Strong Essays [preview]
Network Development In The Managed Care Organization Essay - Network Development in the Managed Care Organization To guarantee that its members receive appropriate, high level quality care in a cost-effective manner, each managed care organization (MCO) tailors its networks according to the characteristics of the providers, consumers, and competitors in a specific market. Other considerations for creating the network are the managed care organization's own goals for quality, accessibility, cost savings, and member satisfaction....   [tags: Business Management Analysis] 1375 words
(3.9 pages)
Strong Essays [preview]
Managed Care Essay - Managed Care Introduction Surprisingly, U.S. managed care has been in existence for almost a century. In 1910, the Western Clinic of Tacoma, Washington offered medical services through its network of doctors and nurses for the premium payment of $0.50 per member per month. Nearly one hundred years later, managed care organizations (MCOs) have changed dramatically with increased complexity and significance to the U.S. healthcare market. Aggregate revenues for MCOs in the S&P 500 index grew 30% in 2006 to $212.4 billion while earnings per share estimates are expected to increase by 15% for 2007....   [tags: Healthcare Managed Care] 1832 words
(5.2 pages)
Powerful Essays [preview]