Abstract This paper describes the phenomena of call centers being established in developing nations. First, the paper describes the evolution of call centers. Then, the writer describes the impact of globalization and the improvement of the Internet. The paper then uses the examples of India and the Philippines as developing nations that have become popular locations for call centers. The author describes how India and the Philippines had to adapt culturally in order to serve Western customers. The paper concludes with the warning that Indian and Philippine agents/employees should be aware of the danger of losing their own cultural and social identities.
From the Paper "When global computerization or massive improvement on the Internet occurred, a lot of companies realized the savings to be had if they transferred their call center operations abroad - especially in poor countries. One of the primary benefits of which is that instead of paying a U.S.-based call center agent say an hourly wage of $10.00, a call center agent in an emerging economy can be paid $3.00 an hour - and this is not starvation wage for them. With the boom in the call center industry, the Philippines and India became one of the two countries with call centers catering to Western clienteles. The overwhelming reason for the choice is the English speaking population of the two nations hence; there would not be much of a language barrier."
Abstract This information technology plan describes the recommended structure for a call center. It explains the necessary infrastructure for a call center and also gives background and goals for such an organization.
Business Goals and Objectives
Analysis of the Organizational Structure
Hardware
Software
Vision
Project Portfolio
Implementation Plan
Review
References
From the Paper "The report will consist of the following sections:
1) An overview of the business and its goals and objectives.
2) An analysis of the ways in which information technology can support the business goals and objectives.
3) A Current Status Assessment of the information technology environment including hardware, software, information systems, personnel and organizational structure.
4) A model of the information technology environment that will support the systems required to achieve the business objectives
5) A prioritized list of specific projects required to implement the information technology model. Each project will contain information regarding the project objectives, resource requirements, costs and benefits, estimated time frames and potential risks.
6) An implementation plan including support requirements, management tools and structure required to make the plan a reality."
Tags: business, call, center, hardware, information, plan, software, technology
Abstract This essay analyzes two characters in the play, "An Inspector Calls." Through this comparison of the father, Mr. Birling and his daughter, Sheila Birling, the essay explores the process of social responsibility, and the struggle involved in learning how to see oneself in relation to others. Priestley's play is a criticism of Edwardian values, and it questions the role of the individual in society. The two characters considered in this essay are compared as a way to reveal the conflict in this perspective, and dramatizes the ways people affect the lives of others.
Abstract This paper evaluates both the benefits and pitfalls of outsourcing call centers and customer service to offshore locations and explains that it clear that there are opportunities for reducing the level of costs for UK-based organizations. It points out, however, that outsourcing pilot projects and call centers to India is not without risk, especially if an organization is inexperienced in defining key performance indicators (KPI) based on its specific, predefined measures and definition of target performance levels. It further notes that offshore call centers are purely IT-supported, whereas Nationwide Building Society is strengthening its corporate position as the biggest building society in the world through a collection of positive synergies. Nationwide's competitive advantage rests on the implementation of specialist training programs for management and staff, improved services at its call centers, information-rich Web site, and the development of new products that will cater to emerging needs in the new era.
From the Paper "The growth of new technology over the last decade has increased the number of contact channels available to customers. While previously customers communicated by telephone, fax or letter, or by visiting a branch, they can now send an e-mail, click on a website, send an SMS, or communicate through their digital iTV. Customers today increasingly demand contact with corporations 24 hours a day, 7 days a week, which prompted numerous big name businesses to establish offshore pilot projects and call centres outside Britain. However, around 50,000 jobs have already been lost as UK firms use cheap labour overseas to cut costs. (Bid to halt call centre job losses)"
Abstract In this article, the writer notes that the development of call centers as part of the customer service network for major companies today is part of the process of globalization. The writer points out that technology makes it possible for a call center to be anywhere in the world and still communicate with the customer to provide answers to questions, assistance with technical problems and all of the benefits of customer service by telephone. The writer discusses that many callers remain unaware that they are talking to someone in a distant part of the world, while others who are more aware will note differences in language and accent and will realize that the call center is not in their local area at all. The writer concludes that the economic disruption is real as call centers in North America are disappearing in favor of cheaper centers in other countries. The writer maintains that though efforts are being made to hide the fact by training workers in these centers, some linguistic elements remain to differentiate these workers from others.
From the Paper "No matter how well coached these workers may be, though, they often do not sound like Stockton or Dubuque. This may not be a major setback given the fact that many North Americans come from different parts of the world and use many accents. These workers often do not use the right slang terms or do not understand them when they hear them. They may read addresses from a computer screen and mispronounce place names that Americans would not. They tend to be well trained in certain types of business and technology, and many computer firms use such call centers and place them in India because that country also has a technologically educated population segment that can understand what customers want and how to explain technology to them. Such workers often speak better about technical matters than business issues and use the right terminology for the technology involved even when they do not use the right word in normal conversation."
Analyzes the research in an article "Dance of the Call Bells: Using Ethnography to Evaluate Patient Satisfaction with Quality of Care" by L. Deitrick, J. Bokovoy, G. Stern and A. Panik.
Abstract This paper explains that the disjunction between patient and nurse perception of call bells is the crux of the research reported by Deitrick, Bokovoy, Stern and Panik in their article "Dance of the Call Bells: Using Ethnography to Evaluate Patient Satisfaction with Quality of Care". The paper points out that Deitrick et al found that the nursing staff often ignored patient calls or deferred responsibility for answering them because the nurses often viewed the calls as being a nuisance. The paper concludes that ethnographic methods provide a more comprehensive picture than quantitative data alone.
Table of Contents:
Research Problem and Purpose
Literature Review
Research Question
Research Design
Sampling
Variables
Method of Data Collection and Analysis
Issues of Rigor
Legal Issues and Research Ethics
Limitations
Findings/Conclusions
Implications
Recommendations
From the Paper "A number of different data collection methods were used. First, researchers mapped the site in question including the layout of the patient unit, nursing stations, public and private areas, utility rooms, and the position of the unit in relation to the rest of the hospital. Also, the nursing stations were themselves mapped to provide greater detail about the location of their materials. Special attention was given to mapping the central nurse station. Second, photographs captured a large amount of information for the current study such as snapshots of the call bell console at the nurse's stations."
Tags: disjunction ethnograph, work flow, system photographs
Abstract In this paper, three vendors in competition for the installation of a call center are evaluated. The selection criteria is listed first and includes the rationale for the criteria. Then each vendor (Avaya, Siebel, Lucent Technologies) is evaluated using the criteria. A summary table of the evaluations summarizes the findings. Finally, the recommendation for the vendor that would be most appropriate for installing the call center is presented.
Introduction
Selection Criteria:
Vender Aspects - History
Pricing
Architecture of Switching System
Technical Features of the Automatic Call Distributor
Functional Aspects of the Telephones and the Agents
Software Development
Systems Management
Disaster Recovery
Avaya Inc
Lucent Technologies
Siebel Systems, Inc.
Comparison of Vendors
From the Paper "ADKAR is a model and a technique used by employees to help them understand where the organization is in the change management process. Managers to help identify gaps in the change management process can also use it. By using the technique, they can aid their employees through the process."
Abstract This paper is a critical analysis of the theme of "the primordial wilderness" in Jack London's novel, Call of the Wild. The theme of the paper concentrates on whether the character of Buck willingly heeds the call of the wilderness or is driven to experience it out of necessity.
Abstract This six page graduate paper focuses on the case of 'The Midbank Call Centre' and the employees' problems in this place. Change is needed in that call center because employees appear to be fatigued and stressed out. They are not happy with the way things are carried out.
Abstract In this paper, three vendors in competition for the installation of a call center are evaluated. The selection criteria is listed first and includes the rationale for the criteria. Then each vendor (Avaya, Siebel, Lucent Technologies) is evaluated using the criteria. A summary table of
the evaluations summarizes the findings. Finally, the recommendation for the vendor that would be most appropriate for installing the call center is presented.
From the Paper "In order to provide customer satisfaction, our agents must have functional built into their telephone stations to provide good feedback, quick response and quality data capture. The agents have requested that the stations have Hold function, Music Waiting function, headsets, Voice Messaging, Forward Calling, Personal and Global Announcement capabilities. The telephones have to be scalable to include new features in the future. Agents have also request several desirable capabilities to increase performance. They are Spell checking, minimal data entry, training, search Management and Data Quality Matching to increase customer satisfaction. In order to ensure that the data collected is utilized in the future, a quality repository for trouble tickets, service orders and returns orders will be required. An online repository of Marketing and Service Materials would also be desired to answer customer questions quickly and accurately."
Abstract The paper examines how, in ?The Call to Adventure,? Joseph Campbell explores rites of passage themes in myth, folklore, and fairy tale. It focuses on the ?call to adventure? signified in the myth by a herald summoning the hero and looks at how the herald comes in a myriad of forms, depending on the particular needs of the initiation. It also shows how Campbell's essay explicates the mythological dimension of the human experience and how each personal transformation is preceded and guided by spiritual and psychological forces beyond the grasp of the conscious mind.
From the Paper "A third force is inevitable, however. This is the unfulfilled promise, or in the case of the girl, the "unconsidered" promise (414). Her action could have a wide range of consequences; for instance, she could be compelled by guilt to return to the frog, thus completing the covenant; or she could later be tormented and turned from the most beautiful girl in the world to the ugliest by the magical powers of the frog. Whatever the case, the little princess will never be the same again. Her rite of passage is irreversible, mirroring the inevitability of puberty or any other stage of growth. Although she got her toy back, her perception of it and the world at large has changed following her contact with the frog."
Abstract This paper examines the book "A Child Called It" which chronicles the unforgettable account of one of the most severe child abuse cases in the history of California. It is the story of Dave Pelzer, who was brutally beaten and starved by his emotionally unstable, alcoholic mother: a mother who played tortuous, unpredictable, as he would call it, 'games' that left him nearly dead. It looks at how he had to learn how to play his mother's games in order to survive, because she no longer considered him a son, but a slave and no longer a boy, but an "it."
From the Paper "To take a small look at what David had to endure he had an old army cot in the basement to look forward to when he slept. His clothes were torn and raunchy. When his mother allowed him the luxury of food, it was nothing more than spoiled scraps that even the dogs refused to eat. He describes how his mother would starve him, often for days on end or would give him just two minutes to eat his brothers' leftovers. The outside world knew nothing of his living nightmare, except for a few suspicious people who did not do much about it. He had nothing and no one to turn to, but his dreams kept him alive. He would often dream of someone taking care of him, loving him and calling him their son, appreciating his existence."
Abstract The paper states that re-engineering business processes involve changes in people, and technology. In this paper, a flexible business process modelling, simulation and re-engineering (BPMSR) approach is presented. Modelling starts with precisely defining model objectives and boundaries, and carrying extensive data analysis. The paper discusses simulation modelling, which allows testing and analysis of different scenarios to understand their impact on a broader 'system' and evaluate feedback before moving forward with re-engineering implementation plans. The paper concludes that the need for a flexible and adaptive methodology is stressed to augment efficiency and effectiveness of reengineering cycle. The application of BPMSR is discussed in the context of a typical call center.
Outline:
Methodologies for BPMSR
Process Modelling and Simulation
Re-engineering lifecycle
Call Center Example
Conclusion
From the Paper "Business processes consist of a series of logically connected entities that use organisation's resources. Davenport and Short [1990] [3] define a process as "a structured, measured set of activities designed to produce a specified output for a particular customer or market". In a majority of definitions, the common elements relate to the process itself (usually described as transformation of input, work flow, or a set of activities), process input and process output, usually related to creating value for a customer, or achieving a specific goal [13].
Flexible simulation has an important role in modelling and analysing the activities in introducing BPR since it enables quantitative estimations on influence of the redesigned process on system performances [14]. The simulation of business processes represents one of the most widely used applications of operational research. It allows understanding the fundamentals of business systems, identifying opportunities for change, and evaluating the impact of proposed changes on key performance indicators. The design of business simulation models is proposed as a suitable tool for BPR projects."
Tags: business, process, methodology, modelling, simulation, reengineering, call, center
Abstract This paper discusses Michelangelo's painting 'The Calling of St. Matthew" It discusses composition and meaning in the painting. The author also looks at Michelangelo's use of style and symbolism to convey a theme and message in his painting.
From the Paper "Michelangelo Caravaggio is considered one of the greatest of the old master painters. Educators and critics alike praise his work. He is the subject of several books and a film. Many books on Caravaggio exist which discuss his work, however, one might gain a better understanding by examining a single piece thoroughly. One of Caravaggio's better known paintings is The Calling of St. Matthew."
Abstract This paper is based on the short story, "So Much Water, So Close to Home," from the book, "Where I'm Calling From," by Raymond Carver. The paper discusses Mrs. Kanes discovery of Stuarts lack of compassion. It gives examples from the book of times when Stuart acted without compassion, and how Mrs. Kane dealt with his actions.
From the paper:
"In 'So Much Water, So Close to Home' the main character, Mrs. Kane, uses the tragedy of the her husband's discovery to learn that Stuart lacks the ability to show human compassion by his downgrading the discovery to 'nothingness' and that unless he changes or she begins to act now, she will be drug down with him and end up not much better than the girl found floating in the water."
Tags:calling, carver, close, home, much, short, so, story, water
