Internal relocation of Contact Centers and its impact on customer relationship

Júlia Pereira (), Rui Rijo () and João Leão ()
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Júlia Pereira: Grupês Telecomunicações, Lda
Rui Rijo: Instituto Politécnico de Leiria
João Leão: Instituto Superior de Ciências do Trabalho e da Empresa (ISCTE)

No 49, Working Papers from globADVANTAGE, Polytechnic Institute of Leiria

Abstract: Contact centers are increasingly assuming a role in the relationship among organizations and customers. This is a sector that has a considerable growth around the world pushed by the telecommunication deregulation and by the need to improve interaction with customers. This phenomenon is amplified by the competitiveness between organizations. In recent years the Portuguese centers have moved internally within the country. The decision of relocate internally the CC results of the strategic management of organizations and is seen as a possibility of increasing the competitive advantages and as an opportunity for improving the quality of service indicators. Therefore it is important to identify the strategic and operational characteristics of an internal relocation of a Contact Center. This study provides insight about the best practices and the benefits found, the main achievements, and the impact on relationship between the customer and the organization.

Keywords: Contact Center; internal relocation; competitiveness (search for similar items in EconPapers)
JEL-codes: M0 M1 (search for similar items in EconPapers)
Date: 2009-10-27
New Economics Papers: this item is included in nep-cse
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