Design vs practice: How problematic call routing and rerouting restructures the call centre service system

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4 Citations (Scopus)
3 Downloads (Pure)

Abstract

The purpose of this paper is to investigate how customer involvement in call routing affects the internal operations of the call centre service system by examining customer usability problems with the interactive voice response (IVR) system and the practices of agents used to redirect incorrectly routed calls.
Original languageEnglish
Pages (from-to)408-428
Number of pages21
JournalInternational Journal of Operations and Production Management
Volume36
Issue number4
DOIs
Publication statusPublished - 2016

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Service system
Routing
Customer involvement
Call centres
Usability

Cite this

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title = "Design vs practice: How problematic call routing and rerouting restructures the call centre service system",
abstract = "The purpose of this paper is to investigate how customer involvement in call routing affects the internal operations of the call centre service system by examining customer usability problems with the interactive voice response (IVR) system and the practices of agents used to redirect incorrectly routed calls.",
keywords = "Call centres, IVR system, Behavioural operations, Call routing, Customer contact, Service system design",
author = "Ben ELLWAY",
year = "2016",
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journal = "International Journal of Operations and Production Management",
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