Managing Call Centres: A Study of Management Practices, Work and Outcomes

管理呼叫中心：管理实践、工作和成果研究

• 批准号: LP0776781
• 负责人: Prof Stephen Frenkel
• 金额: $ 9.41万
• 依托单位: The University of New South Wales
• 依托单位国家: 澳大利亚
• 项目类别: Linkage Projects
• 财政年份: 2008
• 资助国家: 澳大利亚
• 起止时间: 2008-01-21 至 2011-12-31
• 项目状态: 已结题
• 来源: https://dataportal.arc.gov.au/RGS/Web/Grants/LP0776781
• 关键词: Managing; Call; Centres; Study; Management

The study offers three types of benefits. First, improvements in management practice. By highlighting variations in management practice and its effects, training materials will be developed to improve call centre management capability. Second, we aim to fill a gap that currently exists in developing employee skills in managing emotions at work. This will reduce job burnout and labour turnover and help to maintain the industry's international competitiveness which is threatened by offshore competition. Third, government policy making will be better informed by highlighting the impact of current institutional arrangements on employment relations and performance.

这项研究提供了三种好处。第一，改进管理做法。通过强调管理做法的差异及其影响，将编制培训材料，以提高呼叫中心的管理能力。其次，我们的目标是填补目前在培养员工管理工作情绪的技能方面存在的空白。这将减少职业倦怠和劳动力流动，并有助于保持该行业受到海外竞争威胁的国际竞争力。第三，通过强调现行体制安排对雇用关系和业绩的影响，政府的决策将更加知情。