Scripts de atendimento em call centers: uma visão de documentos eletrônicos

Encontros Bibli: revista eletrônica de biblioteconomia e ciência da informação

Maria Aparecida Moura¹  Sandra Maria Silveira¹ 

[1] UFMG

关键词: Scripts de atendimento;    Unidade de informação;    Serviço de informação;    Serviço de atendimento aos clientes;    Call center;   

DOI  :  

学科分类：社会科学、人文和艺术（综合）

来源: Universidade Federal de Santa Catarina * Departamento da Ciencia da Informacao

【 摘 要 】

The present article contextualizes the service of attendance to clients (SAC) as far as the Information Science is concerned. It also seeks to understand the phenomenon under the focus of organization and the use of information. We analyze the informational process of attendance services to clients performed in call centers, focusing on the organization and the use of information bases. This is done aiming at the systematization  of parameters to subside the creation, maintenance and validation of scripts for attendance. Scripts are electronic documents that contain orientation to execute procedures related to products and services of the institution and in the interaction with consumers. At last we identify the  attributes of quality of information that guide the construction and maintenance of information bases and systematize the parameters for elaboration of information bases according to organization processes and use of information at SAC.

【 授权许可】

Unknown