人力资源管理 call center

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1、AnalysistheextentofagreementwiththeassertionofTaylorandBain(1999)thatcallcentreworkcreates‘anassemblylineinthehead’.AnalysisinwhethertheTaylorisedjobdesignsandsurveillancemethodstypicalofthistypeofworkrepresentthemosteffectivewayofmanaginglowerskilledworkersinservicesec

2、torjobsIntroductionSince1990s,bothcompaniesandglobaleconomyhaveexperiencedrapidgrowthbecauseoftechnologydevelopment.Originally,itwastechnologyand efficiency alonedeterminesthe basis competitivenessofonecompany. But inthepastdecades,thecompetitionbetweencompanieshasgradu

3、allymovedontofameinsteadofproducts.Serviceisbecominga centre proposition ofenterprisestodistinguishthemselvesfromtheothers.Alongsidewith growth andexpansionoftelecommunicationsandInternet,companiesrealizedthatitisnotonlypossiblebutalsonecessarytobuildupcallcentrestofulf

4、ilcustomers’requirements,inordertoincreasecompetitivenessand value.In1999,PhilTaylorandPeterBaincarriedoutasurreyoncallcentreandevaluatedtheresults,theycameupwitha opinion regardingcallcentresthatthereis“Anassemblylineinthehead”(TaylorandBain1999). Itwasthe very first r

5、eports reviewincallcenter field in amanagerialcontext andwidelyconsideredasthemost plausible ideas in industry andemployee relationship inthecallcentres. Astelecommunicationisdevelopingrapidly,weneedtoanalyzewhetherthistheoryisstill acceptable andaccurateinmodernindustr

6、y.Callcentreworkers are an example ofservicesectors. TheeffectivenessinmanagingofTaylorised job designsand surveillance methodstypicalofthistypeofwork isalsoanalyzed regardingthelowerskilledworkersin theservice sectormorewidelyratherthancallcentre only.DefinitionCallcen

7、tre isdefined asadedicated activity in whichcomputerutilisingemployeesreceiveinbound–ormake outbound- phone calls,withthosecallsprocessedand controlledeitherbyanAutomatic callDistribution(ACD)orpredictivediallingsystem.(TaylorandBain,1999)InTaylorandBain’stheory,callcen

8、treworkcreates ‘An assemblylineinthehead’asthe call operatorsawarethattheirperformance isbeingmonitored electr