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Innovation Perspectives of a Personal Financial Services Call Centre

  • Babis Theodoulidis
  • Stephanos Strickland
  • David Diaz
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

Abstract

This paper reports on a study carried out within the Centre for Service Research at Manchester Business School, examining issues of concern for existing call centre organisations and identifying innovation opportunities for the future vision of such call centres. Based on this study, a personal financial services call centre was examined and this paper reports on innovation aspects relating to business strategy, service design and evaluation that have been identified, implemented and assessed. The paper also discusses innovation opportunities identified for the future of the call centre.

Keywords

Call Centre Customer Relationship Management Interactive Voice Response Interactive Voice Response System Customer Support 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

References

  1. den Hertog P, van der Aa W, de Jong MW (2010) Capabilities for managing service innovation: Towards a conceptual framework. J Serv Manag 21(4):490–514CrossRefGoogle Scholar
  2. Experian Business Services (2011). http://www.experian.co.uk/business-services/business-services.html. Accessed 24 March 2011
  3. Interactive Voice Response (2011). http://en.wikipedia.org/wiki/Interactive_voice_response. Accessed 24 March 2011
  4. Miles I (2008) Pattern of innovation in service industries. IBM Syst J 47:115–128CrossRefGoogle Scholar
  5. Theodoulidis B, Strickland S, Diaz D, Macaulay L (2010) Call centres of the future: Issues and perspectives (16 May 2010). Available via SSRN. http://ssrn.com/abstract=1609122

Copyright information

© Springer Science+Business Media New York 2012

Authors and Affiliations

  • Babis Theodoulidis
    • 1
  • Stephanos Strickland
    • 1
  • David Diaz
    • 1
  1. 1.Centre for Service Research, Manchester Business SchoolUniversity of ManchesterManchesterUK

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