Quality Management in the Design of TLC Call Centres
Call centres rely heavily on the self-service paradigm through the use of an automated IVR (Interactive Voice Response) system. The service time delivered by the IVR is a major component of the overall QoS (Quality of Service) delivered by the call centre. We analyse the structure and service times...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
SAGE Publishing
2013-09-01
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| Series: | International Journal of Engineering Business Management |
| Online Access: | https://doi.org/10.5772/56921 |