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

physical introduction to the present day. These empirical observations are set within the wider
literature on organizational change and information technology (IT), particularly the processing
and integrationist perspectives. The paper uses the evidence of the case to elaborate the
integrationist model so that it reflects the areas of human action more fully. It concludes by
outlining the implications of this perspective for managers seeking to build effective call centres
or other forms of interorganizational IT system.
Keywords: Interorganizational IT systems, Call centre project, Computer telephony integration,
CTI systems, Business processes, Organizational arrangements, Management issues, Human issues,
Organizational change, Information technology, Integrationist perspective, Human action
(Appears also in Section VI.)
20. Dugdale, J., B. Pavard and J.L. Soubie. A pragmatic development of a computer simulation of an
emergency call centre. Designing Cooperative Systems. Use of Theories and Models. Proceedings
of the 5th International Conference on the Design of Cooperative Systems (COOP’2000).
IOS Press, Amsterdam, The Netherlands, 2000, 241–256.
Abstract. In cases where it is infeasible to experiment in a real life setting, computer simulation
is a valuable tool in the design and understanding of cooperative systems. This paper describes
the development of a computer based simulation of an emergency call centre. The centre, which
is a perfect example of a complex cooperative system, is currently undergoing a physical reorganisation.
The aim of the simulator is to help in the redesign process by allowing the user to
test the effects of new physical organisations. Whilst grounded in a solid theoretical framework,
the simulator was developed using a bottom-up approach. We are particularly interested in
modelling and analysing how environmental factors, such as the level of noise, affect mutual
awareness, overhearing, interruption, cooperation and communication. A methodology is employed
which is strongly participative and which, we believe, is well suited for the development
of a computer based simulation of complex real world settings. We explain our methodology and
show how the environmental and cognitive factors have been analysed, translated into a design
and subsequently implemented using an object-oriented approach. Finally, we demonstrate the
computer based simulator by running an experiment using data obtained from our observations
of the real world setting.
Keywords: Computer simulation, Emergency call centre, Cooperative systems, Bottom-up approach,
Environmental factors, Noise, Cognitive factors, Object-oriented approach, Experiment,
Ergonomics, Multi-agent systems
(Appears also in Section IX.)
21. Houlihan, Maeve. Eyes wide shut? Querying the depth of call centre learning, Journal of European
Industrial Training, 24, 2000, 228–240.
Abstract. Call centres are high-pressure work environments characterised by routinization,
scripting, computer-based monitoring and intensive performance targets. This promises a series
of business advantages, but also risks counterproductive outcomes. Drawing on evidence from
ethnographic field data, it is suggested that both desired and risked outcomes are mediated
by personal modes of coping and organizational sustaining mechanisms. A central concern is
to explore the underlying assumptions of call centre design and management, and to establish
96