Call Centres of the Future: Issues and Perspectives

Abstract

This report discusses issues of concern with existing call centres and proposes a vision for the future of the call centre in terms of the main issues that need to be addressed and the research perspective that needs to be adopted. The existing issues were identified during a workshop held at the Centre for Service Research in Manchester Business School based on input from researchers from different disciplines and these were validated through a case study examining the same issues from a practitioner’s perspective. For analysis purposes, the issues were grouped into three areas namely service system design, business strategy and evaluation.

Keywords: Innovation, Call Centre, Financial Services, Information Management