The ins and outs of customer contact centers

Citation

Fox, A. (2010), "The ins and outs of customer contact centers", Human Resource Management International Digest, Vol. 18 No. 6. https://doi.org/10.1108/hrmid.2010.04418fad.004

The ins and outs of customer contact centers

Article Type: Abstracts From: Human Resource Management International Digest, Volume 18, Issue 6

Fox A.HR Magazine (USA), March 2010, Vol. 55 No. 3, Start page: 29, No. of pages: 3

Looks at the decision to outsource call centres or keep them in-house, advising US human resource practitioners on the factors to consider. Reviews the evidence on the performance and quality of outsourced and in-house customer call centres, discussing evidence from HyperQuality, an independent quality assurance firm that measures the performance of customer contact agents and the experience of firms that manage their own call centres. Advises human resource practitioners on how to negotiate contracts with outsourced call centres to ensure that they will offer the same performance and quality as in-house centres.ISSN: 1047-3149Reference: 39AJ978

Keywords: Outsourcing, Call centres