Service time effects of distancing from the customer, a case study from the swedish emergency call center

摘要

Distancing contact centers from the customer is a highlighted strategic measure in call center industry, argued to reach higher efficiency and reduce operational costs. There is however a lack of empirical evidence about the side-effects of distancing, and academia has requested a mapping of the hidden costs accompanied with moving the operator from its customer. This study examines the relationship between service time and distance, by a designed quasidistance scale between the customer and the operator. The result indicates a distance dependency, but the main effect is not due to the distance but rather due to characteristics of the office and caller origin independently. The study also stipulate a framework how big data can be converted into valuable information to call center managers, and provide insights of areas where further training and technological improvements should be focused.