A Provisional Thumbs Up to New Zealand Bank Call Centres

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dc.contributor.authorSayers, J.
dc.contributor.authorBarney, A.
dc.contributor.authorPage, C.
dc.contributor.authorNaidoo, K.
dc.contributor.organisationCentre for Learning and Professional Development
dc.date.issued2003
dc.description© 2008 The University of Auckland Business School
dc.description.abstractCall centres have been called the factories of the future. But this perception is challenged by recent research involving three large New Zealand bank call centres and conducted in the Department of Management and International Business at Massey University in Albany. Most importantly, the thumbs up for the call centres has come from staff, Ecustomer service representatives (CSRs), who are at the forefront of the banks Eservice-delivery strategies. Staff also have provisos, however, and bank managers can learn a lot from listening to workers speak through this research and through developments overseas as well, where a variety of call centre practices have shown what constitutes successful and unsuccessful employment strategies in call centre work.
dc.description.statementofresponsibilityJanet Sayers, Andrew Barney, Carole Page and Kogi Naidoo
dc.identifier.citationUniversity of Auckland Business Review, 2003; 5(1):30-40
dc.identifier.issn1174-9946
dc.identifier.urihttp://hdl.handle.net/2440/48190
dc.language.isoen
dc.publisherUniversity of Auckland Business School
dc.titleA Provisional Thumbs Up to New Zealand Bank Call Centres
dc.typeJournal article
pubs.publication-statusPublished

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