Influence of Call Centers on Emerging Business Models and Practices

Ahmed O. Adeyemi, Mohamad A. Saouli, Bhaskar Sinha

Abstract


Call Centers have been an integral part of businesses operations, thereby providing organization contact points for the customers while facilitating changes and improvements of products and services offered by the organization. Call Centers give organizations the ability to extend their reach within their respective market space, which allows them to maintain lasting relationships with their environments, customers, and competitors providing time savings, cost savings, business continuity, strategic opportunities, sustainability, competitive advantage, and customer insight, on the products and services offered. As such, organizations are able to build Call Centers as integral business solutions, hence enhancing profitability and maneuverability within their market space. This study is conducted utilizing a phenomenological approach to qualitative research method that addresses (a) Innovation is one of the business models that create sustainable competitive advantage where organizations are gearing towards, to carve out or maintain market share (b) phenomenological approach used for this qualitative research (c) utilization of NVivo to create a thematic analysis of the results collected from interviews, case studies, observations, and other empirical studies (d) discuss the trends and impacts of call centers on business models and practices.


Keywords


Demographic data, physical session, NVivo, Omni-channel, reflexivity, remote session, telematics, transferability, triangulation, voice portal, voice protocol, VOIP, War of Wires.

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DOI: https://doi.org/10.24203/ajbm.v6i5.5467

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