Beyond bureaucracy? Work organization in call centres

Article Abstract:

Call centres in the financial service and telecom industries allow retail customers to make transactions by phone often using programmed information technology (IT). Two contrasting images of the human resource aspect of call centres are emerging, one focusing on the constraints of such work settings and the other concentrating on the way the worker can use IT to positively identify and service the customer. An analysis focuses on customer service representatives (CSRs) in six call centres. It is concluded that the bureaucratic (B) ideal form of employment and work system is not likely to satisfy management requirements, and a hybrid form of work organization is described.

COMMUNICATION, Financial Services, Finance and Insurance, Financial services industry, Telecommunications systems, Customer service

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Does management development improve organizational productivity? A six-country analysis of European firms

Article Abstract:

A study on 179 European firms across six countries to analyze the relation between management development, organizational psychology and productivity is presented. The study shows that the development of management cadre improve the morale and in turns lead to a productive organization.

Europe, Organizational research, Industrial psychology, Management development programs, Industrial-organizational psychology

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Becoming empowered: organization change in a telecom company

Article Abstract:

The various organizational development programs in a Swedish telecommunication company are analyzed. Empowering of employees in the organizational change is also analyzed.

Sweden, Telephone Communication, Management dynamics, Case studies, Communications industry, Company business management, Employee empowerment

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