Business Process Management in Service-Oriented Companies
This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicators of Telmar software we analyzed a call centre company, using aggregated data from this software and determined human resource dynamics for past three years and key management indicators in two campaigns.
Volume (Year): 14 (2010)
Issue (Month): 3 ()
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- Morris, Michael & Schindehutte, Minet & Allen, Jeffrey, 2005. "The entrepreneur's business model: toward a unified perspective," Journal of Business Research, Elsevier, vol. 58(6), pages 726-735, June.
- Nagesh N. Murthy & Goutam N. Challagalla & Leslie H. Vincent & Tasadduq A. Shervani, 2008. "The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation," Management Science, INFORMS, vol. 54(2), pages 384-399, February.
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