Pratiques de gestion des ressources humaines et performance commerciale. Le cas d'un centre d'appels

Brigitte Charles-Pauvers, Caroline Urbain and Erwan Le Quentrec

Revue française de gestion, 2007, vol. n° 176, issue 7, 15-33

Abstract: In the French context, mobile telephony calls increasingly for new services and technology. It also requires to re-examine the content of the missions of custom advisers as well as the assesment of their performance. Testing a quality monitoring system in a leading operator?s call centre brings out parts of an answer to two questions: what support in human resources management can make this tool efficient, how to link its use to the commercial performance of commercial teams ? We conducted an exploratory research in this center, considered as pilot for the implementation of this quality monitoring system. The results are presented and discussed.

Date: 2007
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