Human resource alloctaion in a call centre

DUE TO COPYRIGHT RESTRICTIONS ONLY AVAILABLE FOR CONSULTATION AT ASTON UNIVERSITY LIBRARY AND INFORMATION SERVICES WITH PRIOR ARRANGEMENT

Human resource allocation in a call centre

DUE TO COPYRIGHT RESTRICTIONS ONLY AVAILABLE FOR CONSULTATION AT ASTON UNIVERSITY LIBRARY AND INFORMATION SERVICES WITH PRIOR ARRANGEMENT

The impact of the closing call auction:an examination of effects in London

This article examines the impact on market quality that the introduction of a closing call auction had at the London Stock Exchange (LSE). Using the market model approach of Cohen et al. (1983a, b) OpenURL Aston University, b) we show that opening and closing market quality improved for those Financial Times and Stock Exchange 100 (FTSE 100) securities participating in the closing call. A control sample of stocks is not characterized by discernable changes to market quality.

At work ... but are we really working:development, extension and validation of presenteeism within Indian call centre context

DUE TO COPYRIGHT RESTRICTIONS ONLY AVAILABLE FOR CONSULTATION AT ASTON UNIVERSITY LIBRARY AND INFORMATION SERVICES WITH PRIOR ARRANGEMENT

9th Conference on Cuban and Cuban-American Studies, Dispersed Peoples: The Cuban and Other Diasporas [Call for Papers and Panels]

This is the call for papers and panels for the 9th Conference on Cuban and Cuban-American Studies, Dispersed Peoples: The Cuban and Other Diasporas.

Factors Affecting the Adoption of New Technology: the case of 311 Government Call Centers

Government call centers (311) were first created to reduce the volume of non-emergency calls that were being placed to emergency 911 call centers. The number of 311 call centers increased from 57 in 2008 to about 300 in 2013. Considering that there are over 2,700 municipal government units across the United States, the adoption rate of the 311 centers is arguably low in the country. This dissertation is an examination of the adoption of 311 call centers by municipal governments. My focus is specifically on why municipal governments adopt 311 and identifying which barriers result in the non-adoption of 311 call centers. This dissertation is possibly the first study to examine the adoption of 311 call centers in the United States. The dissertation study has identified several significant factors in the adoption and non-adoption of 311 government call centers. The following factors were significant in the adoption of 311 government call centers: managerial support, financial constraints, organizational responsiveness, strategic plan placement, and technology champion. The following factors were significant barriers that resulted in the non-adoption of a 311 government call center; no demand from citizens, start up costs, annual operating costs, unavailability of funding, and no obvious need for one.If local government entities that do not have a 311 government call center decide to adopt one, this study will help them identify the conditions that need to be in place for successful adoption to occur. Local government officials would first need to address the barriers in setting up the 311 call centers.

El estrés y la velocidad de anticipación en los "Call Centers"

La presente tesis doctoral se enmarca dentro del programa de doctorado del Departamento de Psicología Evolutiva y de la Educación, de la Facultad de Educación de la Universidad Complutense de Madrid. Este trabajo, realizado durante los últimos 9 años, tiene como motivo principal la identificación de un perfil adecuado a las necesidades del trabajo en un Call Center, de modo que tanto trabajador como empresa puedan salir beneficiados. Asimismo, se pretende detectar patrones de actividad laboral en esta población, que identifique los momentos apropiados para realizar descansos tras un cierto tiempo de actividad dentro de la jornada laboral, de manera que se pueda disminuir el estrés y por tanto permitir que el agente pueda seguir desarrollando un trabajo eficaz. Nos encontramos con una actividad profesional que exige alta concentración y atención, provocando elevados índices de estrés. La consecuencia inmediata es el elevado porcentaje de absentismo y bajas voluntarias que se dan en este sector. Por lo que, si este tipo de empresas tienen trabajadores con un perfil profesional adecuado a sus necesidades, no solo cumplirán sus objetivos de negocio sino que es posible que puedan mejorarlos, disminuyendo así mismo la rotación y el absentismo, aumentando la productividad y mejorando la calidad de vida y el clima laboral. La elección de este tema está relacionada con mi actividad profesional. En los últimos 15 años he desarrollado mi actividad profesional en el ámbito de la selección de personal y Recursos Humanos. En concreto desde el 2006 he desempeñado mi actividad para una conocida empresa financiera. En Marzo del 2007 arrancamos un proyecto para la selección de agentes de Call Center. Me sorprendió en aquel momento tanto el perfil de los candidatos como, una vez iniciada la actividad, el alto nivel de absentismo y bajas voluntarias que se producían...

Suffering Christ’s Call : Discipleship and the Cross

Peer reviewed

Dorothy Hamill press call at Madison Square Garden

General note: Title and date provided by Bettye Lane.

Woman makes a telephone call

Inscriptions: Verso: [stamped] Photograph by Freda Leinwand. [463 West Street, Studio 229G, New York, NY 10014].

Women marching at a women's rights rally carrying sign reading "Don't call me girl"

Inscription: Verso: women's rights demonstration, New York.