CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...

ISBN: 1557533423 (paperback: 250 pages).
28. Singhal, H.K. Demand estimation for a call center. Case, ICFAI Center for Management Research
(ICMR), India, 2004, 3 pp. Ref. No.: 604-003-1.
Abstract. The case examines the wide variation in the demand for call centres. It discusses the
importance of demand forecasting for call centres. The case also takes a look at difficulties involved
in estimating the demand for call centres. It also discusses the various strategies that can
be adopted to overcome uneven demand conditions. The case is structured to enable students
to: (1) understand the operations of call centres; (2) understand the importance of demand forecasting
for call centres; (3) understand difficulties in demand estimation; (4) understand the role
of technology in meeting uneven demand; (5) understand the need for training customer service
representatives; and (6) understand the significance of production and operations standards.
The case is intended for MBA/PGDBM level students as part of the operations management
curriculum.
Keywords: Capacity decisions, Response time, Demand estimation
29. Abbott, Julie and Pak Yoong. The stages of telecentre development: The case of the Kapiti
Telecentre, Technovation, 25 (4), 2005, 421–431.
Abstract. This paper describes part of a research programme that explores the development
of telecentres and the role of key players in these ventures. A single case study was conducted
on the development of the Kapiti Telecentre, which is based on the Kapiti coast, a semi-rural
and developing community situated approximately 50 km north of Wellington, New Zealand.
The Kapiti Telecentre is unique among telecentres in that it is a collaborative project between
business and community organisations. Several workers from city-based businesses are using the
telecentre as a teleworking hub whilst the community users have initiated a major community
IT educational programme based at the centre. A Board of Trustees provides governance of the
telecentre and trustees come from the business, community and academic institutions. Initial
results from this study suggest that the development of the Kapiti Telecentre follows four distinct
stages: Germinating, Seedling, Sapling and Maturing. Details of the development activities
during each stage will be described. The paper concludes by suggesting a number of implications
for future telecentres development.
Keywords: Community development, Call centers, Information technology, Studies
(Appears also in Section VIII.)
30. Anonymous. Financial Information Technology Gold Award Winner: This is one boss that can
really make your workload lighter, Treasury and Risk Management, 15 (10), November 2005,
20–21.
Abstract. Providian Financial Corp is the 2005 Alexander Hamilton Financial Information
Technology gold award winner. Providian’s retail deposits call center provided a critical source
of funding for the company’s credit card operations as well as an important interface with customers
opening new accounts or servicing existing ones. Trouble was, it was holding the business
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