Internal relocation of Contact Centers and its impact on customer relationship
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.
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- (Various), 2008. "Book Reviews," The Energy Journal, International Association for Energy Economics, vol. 0(Number 1), pages 173-179.
- 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 611-631, November.
When requesting a correction, please mention this item's handle: RePEc:pil:wpaper:49. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Nuno Reis)
If references are entirely missing, you can add them using this form.