Telebank Call Center Case Study

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Essay #: 063276
Total text length is 7,532 characters (approximately 5.2 pages).

Excerpts from the Paper

The beginning:
Telebank Call Center Case Study
The following discussion provides an analysis of the Telebank Call Center case study.
The “Socio” part of the Socio-Technical System: Less than a Perfectly Smoothly functioning Machine
In terms of addressing the question of the “socio” part of the socio-technical system that keeps Telebank from being other than a smoothly running machine, Telebank creates a structural control system that combines technical control with bureaucratic control. But in the mix of using computer software to route calls and, effectively mechanize the call center, the bureaucratic side of the equation forces Call Center Representatives (CSRs) to conform to rules that tell them how to act (Socio-Technical Systems and Call Centres,...
The end:
.....ns that CSRs are viewed in the narrow sense of their job duties and activities (Five Approaches to Organizational Design, 2010).
REFERENCES
Concepts of Organizing. (2010). cliffsnotes.com. Retrieved
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Five Approaches to Organizational Design. (2010).
cliffsnotes.com. Retrieved October 17, 2010, from <http://www.cliffsnotes.com/WileyCDA/CliffsReviewTopic/Five-Approaches-to-Organizational-Design.topicArticleId-8944,articleId-8882.html
Socio-Technical Systems and Call Centres: A Case Study
Investigation. (2001). Retrieved October 17, 2010, from <http://www.esds.ac.uk/doc/4606/mrdoc/pdf/q4606uab.pdf