文章基本信息

标题：AN EXPLORATORY STUDY IN AIRLINE ANDBANKING CALL CENTRE IN INDONESIATOWARDBUSINESS PROCESS OUTSOURCINGFRAMEWORK
本地全文：下载
作者：Idayanti Nursyamsi
期刊名称：International Journal of Managing Value and Supply Chains
印刷版ISSN：2230-7966
电子版ISSN：0976-979X
出版年度：2014
卷号：5
期号：3
页码：75-82
DOI：10.5121/ijmvsc.2014.5306
出版社：AIRCC
摘要：As BPO firms plan to execute various types of processes in an offshore model, they face a host of decisionsregarding different resources. Amongst the most crucial resources for these processes is informationavailability. Information is the vital connecting link between the client and the human and locationalresources of the BPO firms. Some Business Process Outsourcing (BPO) vendors are providingInformation Technology (IT) Enabled Process Outsourcing and Reengineering service to clients. ITEnabled Process Outsourcing and Reengineering of tasks and reports printing function can result in thestrategic benefit of better customer response time derived from a dramatic decrease in cycle time. Thisapproach can result in significant cost savings. This paper sets out the issues in managing information intwo different contexts of Direct Customer Interaction and Routine back-office. By analyzingcommunication, information retrieval and information distribution activities, it develops a framework for adeeper exploration of each type of outsourcing.
关键词：Business process outsourcing; call centre; communication; information retrieval; information distribution