Unformatted text preview: quality in terms of quantity), predictability (as little variation as possible) and
control (of workers' activities by means of technology). Since explaining how
these notions apply to the speci®c case of the call centre is also a useful way of
describing the workings of call centres to readers who may not be familiar with
them, I will examine them brie¯y in turn.
Eciency is maximized in call centres by designing interactional routines so
that they consist of the fewest moves needed to complete a given transaction
successfully. For example, in the directory assistance centre, the standard
routine for processing a request for a phone number has the `core' moves
`which name please', `which town', `which address'. This re¯ects the fact that
the software used to retrieve phone numbers needs all and only the answers to
these questions (preferably in the order just given) to trigger a search. It is also
speci®ed in the manual that operators must repeat back to the customer the
answer s/he gives to each `core' question. This might appear inecient, since it
doubles the number of...
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- Spring '08
- The Land, Call centre, Blackwell Publishers Ltd.