Technical Call Centres
Technical Call Centres
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技术呼叫中心
DOI：
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发表时间：
2007
期刊：
影响因子：
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通讯作者：
Ernesto Noronha
中科院分区：
文献类型：
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作者：
P. D’Cruz;Ernesto Noronha
将呼叫中心视为工作系统的观点分为两种。一方面，呼叫中心被视为符合工程或大众服务模式，另一方面，它们被描述为高承诺服务组织。技术呼叫中心是对印度孟买和班加罗尔呼叫中心、后台办公室和医疗转录工作经验进行的更大规模定性研究的一部分，研究发现技术呼叫中心类似于高承诺服务组织。任务复杂性、多样性和自主性是技术呼叫中心工作的区别因素，它们的存在促进了员工的幸福感和满意度。与此同时，前线服务工作所需的情绪劳动仍然是工作概况的重要组成部分。强调了呼叫中心工作中跨文化互动的出现，源于当代外包趋势。
Views on call centres as work systems represent a dichotomy. While, on the one hand, call centres are seen as conforming to an engineering or mass service model, on the other hand, they are described as high commitment service organizations. Technical call centres, studied as part of a larger qualitative study on experiences of working in call centres, back offices and medical transcription in Mumbai and Bangalore, India, were found to resemble high commitment service organizations. Task complexity, variety and autonomy were distinguishing factors in technical call centre jobs, the presence of which promoted employee well-being and satisfaction. At the same time, the emotional labour required by front-line service work remained an important part of the job profile. The emergence of cross-cultural interactions in call centre work, stemming from the contemporary outsourcing trend, is highlighted.