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Lessons Learnt Working with Performance Data in Call Centres

Tommaso Colombino, Ben Hanrahan, Stefania Castellani
This paper details the treatment of performance data in outsourced call centre operations as encountered by researchers in the course of a project aimed at improving support for performance and motivation management in an outsourced customer care contact centre for a large telecommunications company. In particular, we focus on how the practices of capturing, aggregating, and presenting data reflect the operation's overall concern with reporting upstream and accountability, and how the technological and organizational infrastructure of the call centre is shaped accordingly. We then discuss some emergent consequences of this organization of data management, and particular on some tensions between the emergent needs for data at certain levels of granularity and aggregation within the actual operations of the call centre, and its relative accuracy and availability. Finally we outline some guidelines that we are defining for future work based on lessons learnt during this project.
11th International Conference on the Design of Cooperative Systems, Nice, France, 27-30 May, 2014.