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Internal relocation of Contact Centers and its impact on customer relationship

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Author Info

  • Júlia Pereira

    ()
    (Grupês Telecomunicações, Lda)

  • Rui Rijo

    ()
    (Instituto Politécnico de Leiria)

  • João Leão

    ()
    (Instituto Superior de Ciências do Trabalho e da Empresa (ISCTE))

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    Abstract

    Contact centers are increasingly assuming a role in the relationship among organizations and customers. This is a sector that has a considerable growth around the world pushed by the telecommunication deregulation and by the need to improve interaction with customers. This phenomenon is amplified by the competitiveness between organizations. In recent years the Portuguese centers have moved internally within the country. The decision of relocate internally the CC results of the strategic management of organizations and is seen as a possibility of increasing the competitive advantages and as an opportunity for improving the quality of service indicators. Therefore it is important to identify the strategic and operational characteristics of an internal relocation of a Contact Center. This study provides insight about the best practices and the benefits found, the main achievements, and the impact on relationship between the customer and the organization.

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    File URL: http://globadvantage.ipleiria.pt/files/2009/10/working_paper-49_globadvantage.pdf
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    Bibliographic Info

    Paper provided by globADVANTAGE, Polytechnic Institute of Leiria in its series Working Papers with number 49.

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    Date of creation: 27 Oct 2009
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    Handle: RePEc:pil:wpaper:49

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    Web page: http://globadvantage.ipleiria.pt
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    Keywords: Contact Center; internal relocation; competitiveness;

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    1. van Marrewijk, Charles & Stibora, Joachim & de Vaal, Aldert, 1996. "Services Tradability, Trade Liberalization and Foreign Direct Investment," Economica, London School of Economics and Political Science, vol. 63(252), pages 611-31, November.
    2. (Various), 2008. "Book Reviews," The Energy Journal, International Association for Energy Economics, vol. 0(Number 1), pages 173-179.
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