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Comment les Centres de Contacts gèrent-t-ils leurs employés en France ?

Author

Listed:
  • Hiroatsu Nohara

    (LEST - Laboratoire d'Economie et de Sociologie du Travail - AMU - Aix Marseille Université - CNRS - Centre National de la Recherche Scientifique)

Abstract

Le centre de contacts est considéré comme un des outils stratégiques permettant à nombre d'entreprises de rationaliser leurs relations aux clients. Il permet à la fois de baisser les coûts en standardisant les contacts et d'améliorer la qualité de services en personnalisant chaque communication avec la clientèle. Toutefois, cette industrialisation des services tend à créer un procès de travail parcellisé et standardisé qui s'apparenterait, selon certains auteurs, au taylorisme industriel. Notre texte vise deux objectifs : re-situer cette nouvelle activité dans son contexte global, en faisant appel aux résultats issus d'une enquête quantitative portant sur 210 centres de contact français; essayer d'éclairer les relations entre les choix de modèle de production, les outils de gestion des ressources humaines et les traces de la qualité d'organisation.

Suggested Citation

  • Hiroatsu Nohara, 2021. "Comment les Centres de Contacts gèrent-t-ils leurs employés en France ?," Post-Print halshs-03549521, HAL.
    • Handle: RePEc:hal:journl:halshs-03549521
    DOI: 10.32233/sfjg.38.0_27
    as

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