Kaiser Permanente (KP) has been developing its use of call centers as a way to provide an expansive set of healthcare services to KP members efficiently and cost effectively. TPMG Northern California appointments and advice call center.Ĭonolly, Patricia Levine, Leslie Amaral, Debra J Fireman, Bruce H Driscoll, Tom Give structured feedback and strong internal support to call-center representatives.

Spend money on effective upfront training to save later through increased employee and customer loyalty. Quality, not quantity, counts more in performance measures for best-practice call centers.

Also, as hypothesized from an attribution theory framework, crisis center workers reported significantly greater belief in lunar effects than a non-crisis- center-worker comparison group.īest practices for world-class call centers. The 28-day lunar cycle accounted for less than 1% of the variance of the frequency of crisis center calls.

As expected, the lunar hypothesis was not supported. The lunar hypothesis, that is, the notion that lunar phases can directly affect human behavior, was tested by time-series analysis of 4,575 crisis center telephone calls (all calls recorded for a 6-month interval). Lunar phases and crisis center telephone calls. This study also summarizes the present state of outsourced call centers in the Philippines, andâ€¦ This study overviews current threats to the sustainability of the outsourced call center industry in the Philippines and discusses implications for macro and micro language policies given the use of English in this cross-cultural interactional context. Threats to the Sustainability of the Outsourced Call Center Industry in the Philippines: Implications for Language Policy Linguistic imperialism, linguistic hegemony and linguistic cosmopolitanism are broad and contrasting conceptualizations of linguistic globalization that are frequently, if implicitly, invoked in the literature, both academic and non-academic, on language practices and perceptions in the call center industry. Linguistic Globalization and the Call Center Industry: Imperialism, Hegemony or Cosmopolitanism?ĮRIC Educational Resources Information Center While the technology is fascinating, the people working in call centers and the skill of the management team ultimately make a difference to their companies. Call centers are unique blends of people and technology, where performance indicates combining appropriate technology tools with sound management practices built on key operational data. The ability to deliver high-quality and timely customer service without much expense is the basis for the proliferation and expansion of call centers. Call centers play a key role in acquiring and retaining customers. Call centers are strategically and tactically important to many industries, including the healthcare industry.

Callcenter industry