Call Center Efficiency

Call Center Efficiency is a performance metric that quantifies the operational effectiveness of a call center by measuring the ratio of successful service outcomes to the total resources expended, distinguished from related metrics by its focus on minimizing resource utilization while maximizing service quality and agent productivity.

Publications

2.1K

Citations

119

Authors

Institutions

Publications per year

2017–2026

Parents

Call Center Operations

Publications

The Effect of Pollution on Worker Productivity: Evidence from Call Center Workers in China

Tom Chang, Joshua Graff Zivin, Tal Gross et al. · American Economic Journal Applied Economics · 2019 · 495 citations · Full text

Public Health, Environmental Sciences, Air Pollution +16

The Effects of Performance Monitoring on Emotional Labor and Well-Being in Call Centers

David Holman, Claire Chissick, Peter Totterdell · Motivation and Emotion · 2002 · 337 citations

Management, Performance Management, Psychology +14

The effect of air temperature on labour productivity in call centres—a case study

Raimo Niemelä, Mika Hannula, Sari Rautio et al. · Energy and Buildings · 2002 · 233 citations

Management, Human Resource Management, Labor Economics +16

The sacrificial HR strategy in call centers

Catriona Wallace, Geoff Eagleson, Robert Waldersee · International Journal of Service Industry Management · 2000 · 196 citations

Management, Human Resource Management, Strategic Management +12

The Real Costs of Turnover: Lessons from a Call Center

Steve Hillmer, Barbara Hillmer, Gale McRoberts · Human Resource Planning · 2004 · 77 citations

Management, Operations Management, Performance Management +13

1–5 of 43

Authors

119

RB
Rosemary Batt
Cornell University, United States
3 publications · 106 citations
3
h-index
VD
Virginia Doellgast
Cornell University, United States
2 publications · 90 citations
2
h-index
BM
Bernard Marr
Cranfield University, United Kingdom
2 publications · 78 citations
2
h-index
VM
Vijay Mehrotra
University of San Francisco, United States
2 publications · 127 citations
2
h-index
JF
Jason Fama
San Francisco State University, United States
2 publications · 127 citations
2
h-index

1–5 of 119

Institutions

1–8 of 64

Venues

Managing Service Quality
MSQ · 3 publications · 134 citations
3
h-index
eCommons (Cornell University)
Repository · 2 publications · 36 citations
2
h-index
Winter Simulation Conference
Conference · 2 publications · 80 citations
2
h-index
International Journal of Service Industry Management
1 publications · 196 citations
1
h-index
Performance Evaluation
1 publications · 20 citations
1
h-index

1–5