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Pratiques de gestion des ressources humaines et performance commerciale. Le cas d'un centre d'appels

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Listed:
  • Brigitte Charles-Pauvers
  • Caroline Urbain
  • Erwan Le Quentrec

Abstract

In the French context, mobile telephony calls increasingly for new services and technology. It also requires to re-examine the content of the missions of custom advisers as well as the assesment of their performance. Testing a quality monitoring system in a leading operator?s call centre brings out parts of an answer to two questions: what support in human resources management can make this tool efficient, how to link its use to the commercial performance of commercial teams ? We conducted an exploratory research in this center, considered as pilot for the implementation of this quality monitoring system. The results are presented and discussed.

Suggested Citation

  • Brigitte Charles-Pauvers & Caroline Urbain & Erwan Le Quentrec, 2007. "Pratiques de gestion des ressources humaines et performance commerciale. Le cas d'un centre d'appels," Revue française de gestion, Lavoisier, vol. 0(7), pages 15-33.
    • Handle: RePEc:cai:rfglav:rfg_176_0015
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