Outsourcing call center w działalności przedsiębiorstwa
Call Center Outsourcing in Activities of the Enterprise
Author(s): Andrzej Małachowski, Jacek MałachowskiSubject(s): Economy, Business Economy / Management
Published by: Wydawnictwo Naukowe Uniwersytetu Szczecińskiego
Keywords: call center; outsourcing; call center outsourcing; new technologies
Summary/Abstract: The article presents the scope and form of call center outsourcing and its impacton the efficiency and effectiveness of the enterprise. Synthetic measures are proposed:the efficiency and effectiveness of the call center, which also are indicators of the effectivenessand efficiency of outsourcing call center: organizational, functional and technological.In the next part of the article included basic statistics for the outsourcing ofcall/contact center. The final section presents the benefits and shortcomings of outsourcingcall/contact center and indicated the main directions of development of call/contactcenter and call center outsourcing.
Journal: Ekonomiczne Problemy Usług
- Issue Year: 2015
- Issue No: 117
- Page Range: 241-256
- Page Count: 16
- Language: Polish