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• W2024792766 abstract "Purpose – The purpose of this paper is to evaluate the quality of service provided by the Stirling Council call centre with a view to determining the essential elements of best practice.Design/methodology/approach – The method involves questionnaires to Scottish local authorities about their use of call centres, interviews with Stirling Council managers and call centre employees and some participant observation to gain a detailed view of both the management and operations of the call centre.Findings – The findings are grouped into the topics of communication, training, quality and systems/technology, with improvements suggested in a few areas. Overall, the approach to service quality in the call centre tends to be more qualitative than quantitative with a good awareness of learning and management related issues.Originality/value – The value/contribution of the paper lies in the definition of essential best practice call centre management components, presented in a framework involving aims, enablers and re..." @default.
• W2024792766 created "2016-06-24" @default.
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• W2024792766 date "2008-03-21" @default.
• W2024792766 modified "2023-09-27" @default.
• W2024792766 title "Call centre service quality for the public: a Scottish framework for the future" @default.
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• W2024792766 doi "https://doi.org/10.1108/09604520810859238" @default.
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