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Effective Call Center Management: Evidence from Financial Services

Author

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  • Ann Evenson
  • Patrick T. Harker
  • Frances X. Frei

Abstract

Call centers are quickly becoming the major point of contact for serving customers and generating new revenue in a variety of industries. No where is this growth in the importance of call centers more apparent than in the financial services industry. This paper presents the results of a survey of the management of call center operations at major financial service firms. The results clearly indicate the importance of human resource management practices and technology in creating high-performance call center environments.

Suggested Citation

  • Ann Evenson & Patrick T. Harker & Frances X. Frei, 1999. "Effective Call Center Management: Evidence from Financial Services," Center for Financial Institutions Working Papers 98-25, Wharton School Center for Financial Institutions, University of Pennsylvania.
    • Handle: RePEc:wop:pennin:98-25
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    File URL: http://fic.wharton.upenn.edu/fic/papers/98/9825.pdf
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    References listed on IDEAS

    as
    1. Lorna Doucet, 1998. "Responsiveness: Emotion and Information Dynamics in Service Interactions," Center for Financial Institutions Working Papers 98-15, Wharton School Center for Financial Institutions, University of Pennsylvania.
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    Cited by:

    1. Sanja Coric & Danijel Bara, 2014. "Business Process Management In Insurance Case Of Jadransko Insurance Company," Interdisciplinary Management Research, Josip Juraj Strossmayer University of Osijek, Faculty of Economics, Croatia, vol. 10, pages 866-887.

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