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Call- und Service-Center: Konsolidierung der Kundenservice-Dienstleistungen

Author

Listed:
  • Daum, Mario
  • Holtgrewe, Ursula
  • Schörpf, Philip
  • Nocker, Matthias

Abstract

An der Kundenschnittstelle nehmen Call- und Service-Center (CSC) für viele Unternehmen eine wichtige Stellung ein. Call- und Service-Center kommen vor als spezialisierte Einheiten ihrer Ursprungsunternehmen (inhouse), als ausgelagerte Tochterunternehmen oder als spezialisierte Dienstleister für Kundenservice, die ihre Aufträge auf dem Markt akquirieren. Letztere bilden die "CSC-Branche". Die vorliegende Untersuchung beleuchtet Umsatzentwicklung, Beschäftigtenzahl, Beschäftigungsverhältnisse, Entlohnung und Arbeitsbedingungen in Call- und Service-Centern. Ergänzt wird die Analyse durch drei Betriebsfallstudien, die einen unabhängigen Dienstleister und zwei Inhouse-Callcenter-Betriebe gegenüberstellen.

Suggested Citation

  • Daum, Mario & Holtgrewe, Ursula & Schörpf, Philip & Nocker, Matthias, 2018. "Call- und Service-Center: Konsolidierung der Kundenservice-Dienstleistungen," Working Paper Forschungsförderung 077, Hans-Böckler-Stiftung, Düsseldorf.
    • Handle: RePEc:zbw:hbsfof:077
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    References listed on IDEAS

    as
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    3. David Holman, 2004. "Employee Well-being in Call Centres," Palgrave Macmillan Books, in: Stephen Deery & Nicholas Kinnie (ed.), Call Centres and Human Resource Management, chapter 10, pages 223-244, Palgrave Macmillan.
    Full references (including those not matched with items on IDEAS)

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    Keywords

    Callcenter; CSC; Service-Center;
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