Access to information: assessment of the use of automated interaction technologies in call centers

Revista de Administração de Empresas

Nelson Lerner Barth²  Fernando De Souza Meirelles¹ 

[1] ,Fundação Getulio Vargas Escola de Administração de Empresas de São Paulo São Paulo SP ,Brazil

关键词: Access to information;    call centers;    information technology and communication;    automated interaction;    managerial assessment;    evaluation;    Acesso à informação;    call centers;    tecnologia de informação e comunicação;    interação automática;    avaliação gerencial;    Acceso a la información;    Call Centers;    Tecnología de información y comunicación;    Interacción automática;    Evaluación gerencial;   

DOI  :  10.1590/S0034-75902011000100004

来源: SciELO

【 摘 要 】

With the purpose of at lowering costs and reendering the demanded information available to users with no access to the internet, service companies have adopted automated interaction technologies in their call centers, which may or may not meet the expectations of users. Based on different areas of knowledge (man-machine interaction, consumer behavior and use of IT) 13 propositions are raised and a research is carried out in three parts: focus group, field study with users and interviews with experts. Eleven automated service characteristics which support the explanation for user satisfaction are listed, a preferences model is proposed and evidence in favor or against each of the 13 propositions is brought in. With balance scorecard concepts, a managerial assessment model is proposed for the use of automated call center technology. In future works, the propositions may become verifiable hypotheses through conclusive empirical research.

【 授权许可】

CC BY   
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