The influence of technology on the performance of Brazilian call centers

Abstract

Call centers (CCs) show an evolution over the course of time. There is an intensive use of technology in CCs, although not always a positive side. The article is based on a survey carried out among the 103 Brazilian companies that have come (falta algum complemento, não conseguimos entender a frase) and call center services and seeks to verify the contribution of technology in four distinct dimensions: cost reduction, customer relations, communication channels and monitoring of employees. The theoretical framework is eclectic based on strategic considerations, details of the technical areas of telecommunications and information technology, marketing. It focus particularly in the area of customer relations and especially of various national and international studies that have been developed regarding service and customer satisfaction. The results show that heavy use of technology does not mean a general improvement in performance in all dimensions assessed and some dimensions choices to be made over others.