Web-based call center for operational improvement of multinational organizations

Pao Yue-kong Library Electronic Theses Database

Web-based call center for operational improvement of multinational organizations

 

Author: Yeung, Kit-ho Saint
Title: Web-based call center for operational improvement of multinational organizations
Year: 2004
Subject: Hong Kong Polytechnic University -- Dissertations
International business enterprises -- Communication systems
International business enterprises -- Management
Business -- Communication systems
Department: Dept. of Industrial and Systems Engineering
Pages: x, 115, xii leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1781166
URI: http://theses.lib.polyu.edu.hk/handle/200/455
Abstract: Dispersed Global Business is a popular way in organizing business nowadays. An organization may operate her business in different locations in order to capture the best comparative advantages. Some segments of business are sub-contracted to other companies. In this dissertation we will look into the opportunity created by modern information technology that can glue dispersed segment together and created value. The call center is the point of entry for most customer communication. This is where a customer can make any type of inquiry or contact, oblivious to the type of connection, content and context of the communication. The processes, technology and people with the skills, training and motivation, all exist to serve this relationship. The call center acts as a communication channel between the customer and the organization. The successful implementation of call center helps to provide an efficient customer service while reducing the operation costs. The existing call center becomes a focal point on the further integration of organization. Through a case study found in an IT business solution provider, it tries to analyze the problems and risks countered in implementing a call center project. The scenario will also demonstrate process steps on how a web-based call center project generate an added advantage from pooling infrastructures and resources, opening up new markets and running the business more cost effectively.

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