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Call centre service quality for the public: a Scottish framework for the future

Adrienne Curry (Department of Management, University of Stirling, Stirling, UK)
Wilma Lyon (Department of Management, University of Stirling, Stirling, UK)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 21 March 2008

Abstract

Purpose

The purpose of this paper is to evaluate the quality of service provided by the Stirling Council call centre with a view to determining the essential elements of best practice.

Design/methodology/approach

The method involves questionnaires to Scottish local authorities about their use of call centres, interviews with Stirling Council managers and call centre employees and some participant observation to gain a detailed view of both the management and operations of the call centre.

Findings

The findings are grouped into the topics of communication, training, quality and systems/technology, with improvements suggested in a few areas. Overall, the approach to service quality in the call centre tends to be more qualitative than quantitative with a good awareness of learning and management related issues.

Originality/value

The value/contribution of the paper lies in the definition of essential best practice call centre management components, presented in a framework involving aims, enablers and results. This model is proposed for generalised use in both the public and private sectors; it would henceforth benefit from some testing and further refinements.

Keywords

Citation

Curry, A. and Lyon, W. (2008), "Call centre service quality for the public: a Scottish framework for the future", Managing Service Quality: An International Journal, Vol. 18 No. 2, pp. 194-208. https://doi.org/10.1108/09604520810859238

Publisher

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Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited