Leveraging management information in improving call centre productivity

摘要: Background: The availability and efficient use of management information is one the key strategic levers in driving growth competitiveness for companies. Management facilitates vital decision making that assists organisations improving their competitiveness. For call centre operations, entails productivity customer service, essential this endeavour. Objectives: This research explored its impact on two fundamental functions namely, without compromising quality a well-known South African fashion retailer, Edcon. Following implementation technology project set out to determine how Edcon can transform improve service through effective utilisation information. Method: Internal documents reports were analysed provide basis evaluation between measures prior post at Edcon’s centre. Semi-structured in-depth group interviews conducted establish importance service. Results: results indicated has indeed contributed improved efficiency Although literature claims there correlation upgrade improvement performance, evident return investment being realised within year or implementation, it fell beyond scope study investigate Conclusion: begun realising benefits from available information, will continue play crucial role supporting with informed decisions operations. [pdf follow]