Working the Phones PDF Download

Author: Jamie Woodcock
Publisher: Pluto Press (UK)
ISBN: 9780745399065
Category : Call center agents
Languages : en
Pages : 0

View

Book Description
A Marxist investigation into the forms of resistance occurring in the UK call centre today

Author: Ger Koole
Publisher: Lulu.com
ISBN: 9082017903
Category : Business & Economics
Languages : en
Pages : 159

View

Book Description
This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.

Author: Christian Dormann
Publisher: Psychology Press
ISBN: 9781841699691
Category : Call centers
Languages : en
Pages : 132

View

Book Description
This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification.

Author: Peter Tompkins
Publisher: Independently Published
ISBN: 9781717737526
Category :
Languages : en
Pages : 150

View

Book Description
Captain David Tarmelli of the Akron Police Department discovers that a serial killer is on the loose. His investigation leads him to discover that one victim is a customer at Midland Bank with direct ties to call center customer service representative by the name of Jeremy Gant. If he had to say

Author: Mathangi Krishnamurthy
Publisher: Oxford University Press
ISBN: 0199091757
Category : Social Science
Languages : en
Pages : 275

View

Book Description
Indian call centre employees work through the night, sleep during the day, and listen to foreign voices in accented tongues over transnational telephone connections. Through a description of the nightly and daily lives of call centre workers in the university town of Pune, India, 1–800–Worlds engages with the complex negotiations that underlie the ostensible success of new service economies. As the author shows, the call centre industry is neither insular nor singular but offers a set of symptoms that can help read changing forms of urban Indian middle-classness.

Author: Julia Connell
Publisher: Routledge
ISBN: 1134248814
Category : Business & Economics
Languages : en
Pages : 237

View

Book Description
Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.

Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470678402
Category : Business & Economics
Languages : en
Pages : 391

View

Book Description
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

Author: Chetan Bhagat
Publisher: Ballantine Books
ISBN: 0307489086
Category : Fiction
Languages : en
Pages : 322

View

Book Description
Press 1 for technical support. Press 2 for broken hearts. Press 3 if your life has totally crashed. . . . Six friends work nights at a call center in India, providing technical support for a major U.S. appliance corporation. Skilled in patience–and accent management–they help American consumers keep their lives running. Yet behind the headsets, everybody’s heart is on the line. Shyam (Sam to his callers) has lost his self-confidence after being dumped by the girl who just so happens to be sitting next to him. Priyanka’s domineering mother has arranged for her daughter’s upscale marriage to an Indian man in Seattle. Esha longs to be a model but discovers it’s a horizontal romp to the runway. Lost, dissatisfied Vroom has high ideals, but compromises them by talking on the phone to idiots each night. Traditional Radhika has just found out that her husband is sleeping with his secretary. And Military Uncle (nobody knows his real name) sits alone working the online chat. They all try to make it through their shifts–and maintain their sanity–under the eagle eye of a boss whose ego rivals his incompetence. But tonight is no ordinary night. Tonight is Thanksgiving in America: Appliances are going haywire, and the phones are ringing off their hooks. Then one call, from one very special caller, changes everything. Chetan Bhagat’s delicious romantic comedy takes us inside the world of the international call center, where cultural cross-wires come together with perfect pathos, hilarity, and spice.

Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470677430
Category : Business & Economics
Languages : en
Pages : 391

View

Book Description
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

Author: Enda Brophy
Publisher: Springer
ISBN: 1349952443
Category : Social Science
Languages : en
Pages : 314

View

Book Description
WINNER of The Gertrude J. Robinson Book Prize, awarded by the Canadian Communication Association, and the Canadian Association of Work and Labour Studies, Book of the Year Award. This book examines the striking rise of call centres over the past quarter century through the lens of the resistance and collective organizing generated by workers along the digital assembly lines. Drawing on field research in Atlantic Canada, Ireland, Italy, and New Zealand, Enda Brophy investigates the contested making of the transnational call centre workforce and its integration into the circuits of global capitalism. Moving beyond depictions of call centre labour as either entirely liberated or utterly subordinated, Language Put to Work inquires into the forms of work refusal and insubordination provoked by the spread of these communicative workplaces, including informal strategies of quitting, slacking and sabotage, conventional trade union activity, tactical innovations at the margins of the labour movement, and forms of self-organization forged by workers outside of the established trade union movement. Weaving rich empirical evidence together with political-economic analysis and theories of resistance, this book argues that the submission of language to the production of value in the call centre is a process of proletarianization rather than professionalization, and that the new working class has widely opposed this transformation.