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Type: Journal article
Title: A Provisional Thumbs Up to New Zealand Bank Call Centres
Author: Sayers, J.
Barney, A.
Page, C.
Naidoo, K.
Citation: University of Auckland Business Review, 2003; 5(1):30-40
Publisher: University of Auckland Business School
Issue Date: 2003
ISSN: 1174-9946
Organisation: Centre for Learning and Professional Development
Statement of
Janet Sayers, Andrew Barney, Carole Page and Kogi Naidoo
Abstract: Call centres have been called the factories of the future. But this perception is challenged by recent research involving three large New Zealand bank call centres and conducted in the Department of Management and International Business at Massey University in Albany. Most importantly, the thumbs up for the call centres has come from staff, Ecustomer service representatives (CSRs), who are at the forefront of the banks Eservice-delivery strategies. Staff also have provisos, however, and bank managers can learn a lot from listening to workers speak through this research and through developments overseas as well, where a variety of call centre practices have shown what constitutes successful and unsuccessful employment strategies in call centre work.
Description: © 2008 The University of Auckland Business School
RMID: 0020082955
Appears in Collections:Centre for Learning and Professional Development publications

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