TRAP@NCI

Audiotext and Call Centres: A Trio of Management Studies.

Finan, Siobhan (2000) Audiotext and Call Centres: A Trio of Management Studies. Undergraduate thesis, Dublin, National College of Ireland.

[img] PDF (Bachelor of Arts)
Download (1MB)

Abstract

The hypothesis, which I wish to discuss, pertains to that of the recent advent of the Call Centre phenomenon and the various personnel problems, which arise within the industry mainly due to management practises, stress, lack of trade union representation, work conditions and pay and the effects they have on employee performance over three international call centres which I have studied.

My investigation covers the Call Centre industry as a whole. However, it zones in on the Audiotex industry (this refers to companies within the telecommunications industry, specialising in mass inbound call handling both live and automated. In this particular case the services provided are Adult Entertainment phone lines and Tarot Reading and Live Horoscope services. The services are usually advertised as Premium Rate numbers, and are charged accordingly, e.g. (Phone no. 1550 123 123, (Cost of Call £1.50 per minute) in three major call centre markets around the world, i.e. the UK, Germany and Australia.

A comparison is carried out between both above-mentioned industries (i.e. the individual audiotext and call centre Industries) regarding management practises, differences in, appraisal, training, absentee, empowerment, recruitment and performance levels. The factors, which causes such a high of turnover of staff and low morale in these companies and how to go about solving these problems. It also incorporates differences between the cultures and management techniques implemented in the three companies, from the above-mentioned regions which are in fact subsidiaries of each other.

The aspect of why some call centres fail and why some are very successful is also delineated, as is the case of two of the sister companies studied in this project.

The vast majority of information on this relatively new concept was found through searches carried out on the Internet, via various search engines and on-line call centre and personnel management magazines. A number of interviews were also carried out for better insight into the Audiotext industry, on which there is very little information available.

Human Resource Management and Personnel Management books were also included in my research methodology. The results of my research revealed a slight but significant difference between Human Resource practises implemented in the industry as a whole and those implemented in the Audiotext sector. This knowledge was acquired mainly from interview methodology.

Item Type: Thesis (Undergraduate)
Subjects: H Social Sciences > HF Commerce > Telecommunications in Business
H Social Sciences > HF Commerce > Industrial Psychology > Workplace Stress
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Telecommunications Industry
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management
H Social Sciences > HF Commerce > Customer Service
Divisions: School of Business > BA (Honours) in European Business and Languages
Depositing User: SINEAD CORCORAN
Date Deposited: 26 Aug 2010 14:52
Last Modified: 26 Nov 2014 11:15
URI: http://trap.ncirl.ie/id/eprint/430

Actions (login required)

View Item View Item