Influence of Call Centers on Emerging Business Models and Practices
Keywords:Demographic data, physical session, NVivo, Omni-channel, reflexivity, remote session, telematics, transferability, triangulation, voice portal, voice protocol, VOIP, War of Wires.
Call Centers have been an integral part of businesses operations, thereby providing organization contact points for the customers while facilitating changes and improvements of products and services offered by the organization. Call Centers give organizations the ability to extend their reach within their respective market space, which allows them to maintain lasting relationships with their environments, customers, and competitors providing time savings, cost savings, business continuity, strategic opportunities, sustainability, competitive advantage, and customer insight, on the products and services offered. As such, organizations are able to build Call Centers as integral business solutions, hence enhancing profitability and maneuverability within their market space. This study is conducted utilizing a phenomenological approach to qualitative research method that addresses (a) Innovation is one of the business models that create sustainable competitive advantage where organizations are gearing towards, to carve out or maintain market share (b) phenomenological approach used for this qualitative research (c) utilization of NVivo to create a thematic analysis of the results collected from interviews, case studies, observations, and other empirical studies (d) discuss the trends and impacts of call centers on business models and practices.
Deur, J. (1999). Trends in Telecommunications. Vital Speeches of the Day, 65(23), 728
Oâ€™Brien, J. and Kok, J. (2006). Business Intelligence and Telecommunication Industry: Can Business Intelligence Lead to Higher Profits? South African Journal of Information Management, 8 (3).
Reynolds, P. (2010). Call Center Metrics: Best Practice in Performance Measurement and Management to Maximize Quitline Efficiency and Quality. North America Quitline Consortium (NAQC).
Birudavolu, S. and Nag, B. (2011). A Study of Open Innovation in Telecommunication Services: A Review of Literature and Trends, IIFT Working Paper Series, No. EC-11-09. Retrieved from http://cc.iift.ac.in/research/Docs/WP/09.pdf.
Searcy, T. (2007). Call Center Problems Go Global. Direct Marketing News (DMS). Retrieved http://www.dmnews.com/call-center-problems-go-global/article/95989/
Marr, B. and Neely, A. (2004). Managing and Measuring for Value: The Case of Call Centre Performance. Retrieved from https://dspace.lib.cranfield.ac.uk/bitstream/1826/1221/1/callcentreperformance.pdf
Porter M.E. (2002). Competitive and Antitrust. A Productivity-Based Approach. Harvard School of Business. Retrieved from http://www.hbs.edu/faculty/Publication%20Files/053002antitrust_06eae678-b707-457c-b139-18c38e45e786.pdf
Van Bennekom, F.C. (2002). Customer Surveying: A Guidebook for Service Managers. Customer Service Press.
Zhu, K., Kraemer, K.L., and Xu, S. (2006). The Process of Innovation Assimilation Firms in Different Countries: A Technology Diffusion Perspective on E-business. Management of Science, 52(10), 1557-1576
Powell, T.C., and Dent-Micallef, A. (1997). Information Technology as Competitive Advantage: The Role of Human, Business, and Technology Resources. Strategic Management Journal, 18(5), 375-405
Patton, M.Q. (1990). Qualitative Evaluation and Research Methods (2nd Ed.). Newbury Park, CA: SAGE.
Bugday, S. (2012). Grounded Theory Design in Qualitative Analysis. Retrieved from http://www.slideshare.net/SehribanBugday/grounded-theory-11487784
Salomo, S., Steinhoff, F. and Trommsdorff, V. (2003). Customer orientation in innovation projects and new product development success - the moderating effect of product innovativeness. International Journal of Technology Management, 26(5/6), p.442.
Blok, E. (2016). Telecommunications â€” a sector in transformation. EY.com. Retrieved 21 July 2016, from http://www.ey.com/Publication/vwLUAssets/ey-global-telecommunications-study-navigating-the-road-to-2020/$FILE/ey-global-telecommunications-study-navigating-the-road-to-2020.pdf
Wang, C., Huang, Y., Chen, C., and Lin, Y, (2006). The influence of customer relationship management process on management performance: The International Journal of Organizational Innovation
Golhar, S. (2016). Voice over Internet Protocol (VoIP) Based IP PBX System Design. IJSR, 5(2), 1380-1385. http://dx.doi.org/10.21275/v5i2.14021604
Yang, C., Trimi, S., and Lee, S. (2016). Effects of telecom service providersâ€™ strategic investments on business performance. Industrial Management and Data Systems, 116(5), 960-977. http://dx.doi.org/10.1108/imds-08-2015-0350
Schutz, A. (1962). Collect Papers, Volume 1, The Hague, Martinus Nijhoff. See in particular: "Commonsense and scientific interpretations of human action" pp. 3-47; "Concept and theory formation in the social sciences" pp. 48-66; "On multiple realities" pp. 207-259.
Esteban, L. (2015). From lineal attribution modeling to Omni channel contribution modeling: How to use marketing attribution and optimization for SEO, Social Media, SEM and other channels. J Account Mark, 04(03). http://dx.doi.org/10.4172/2168-9601.c1.001
Martin, R. (2016). The key to Omni channel success is customer-centricity. [online] Pitney Bowes. Available at: http://www.pitneybowes.com/us/global-ecommerce/case-studies/the-key-to-omni-channel-success-is-customer-centricity.html [Accessed 10 Aug. 2016].
Shoretel.com. (2016). Advantages of Using VoIP Technology for Your Business. [online] Available at: https://www.shoretel.com/advantages-using-voip-your-business [Accessed 10 Aug. 2016].
Dean, A. M. (2007). The impact of customer orientation of call center Employees on customersâ€™ Affective Commitment and Loyalty; Journal of Service Research, Volume 10, no 2. Pp. 161 â€“ 173
Nunn, L., McGuire, B. and Crowe, B. (2011). Measuring the Benefits of Voice-Over-Internet Protocol (VOIP). RBIS, 13(4).
Bendoly, E. (2005), â€œOnline/In-Store Integration and Customer Retentionâ€, Journal of Service Research, Vol. 7 No. 4, pp. 313â€“327.
Brynjolfsson, E., and Rahman, J. (2013), â€œCompeting in the Age of Omni channel Retailingâ€, MIT Sloan Management Review, Vol. 54 No. 4, pp. 23â€“29.
Timm, P.R. (2008). Customer Service: Career Success through Customer Loyalty, Fourth Edition, USA: Pearson Prentice Hall.
MÃ¼ller, G. (2005). Success factors and impacts of mobile business applications: Results from a mobile e-procurement study. Wirtschaftsinf, 47(4), pp.298-299.Irwin, D. (2007). Automatic Crash Notification and Vehicle Telematics Technical Information Document (TID). National Emergency Number Association (NENA) and Non-Traditional Communication Committee. Retrieved June 18, 2016 from https://c.ymcdn.com/sites/www.nena.org/resource/collection/91E03A3A-B334-4EB6-9205-E25BBF6AF8E7/NENA_07-504-v1_Collision_Notification_and_Telematics_Information.pdf
Aksin, Z., Armony, M., and Mehrotra, V. (2007). The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research. Retrieved September 26, 2013 from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.129.4795&rep=rep1&type=pdf
Dzuba, R. (2015). Exploring the Experiences of Call Center Employees Regarding Business Scripting. Walden Dissertation and Doctoral Studies. Retrieved August 11, 2016 from http://scholarworks.waldenu.edu/cgi/viewcontent.cgi?article=1575&context=dissertations
How to Cite
- Papers must be submitted on the understanding that they have not been published elsewhere (except in the form of an abstract or as part of a published lecture, review, or thesis) and are not currently under consideration by another journal published by any other publisher.
- It is also the authors responsibility to ensure that the articles emanating from a particular source are submitted with the necessary approval.
- The authors warrant that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required.
- The authors ensure that all the references carefully and they are accurate in the text as well as in the list of references (and vice versa).
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under aÂ Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (SeeÂ The Effect of Open Access).
- The journal/publisher is not responsible for subsequent uses of the work. It is the author's responsibility to bring an infringement action if so desired by the author.