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The Learning Curve of IT Knowledge Workers in a Computing Call Center

Author

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  • Youngsoo Kim

    (School of Information Systems, Singapore Management University, Singapore, 178902)

  • Ramayya Krishnan

    (H. J. Heinz III College, Carnegie Mellon University, Pittsburgh, Pennsylvania 15213)

  • Linda Argote

    (Tepper School of Business, Carnegie Mellon University, Pittsburgh, Pennsylvania 15213)

Abstract

We analyze learning and knowledge transfer in a computing call center. The information technology (IT) technical services provided by call centers are characterized by constant changes in relevant knowledge and a wide variety of support requests. Under this IT problem-solving context, we analyze the learning curve relationship between problem-solving experience and performance enhancement. Based on data collected from a university computing call center consisting of different types of consultants, our empirical findings indicate that (a) the learning effect---as measured by the reduction of average resolution time---occurs with experience, (b) knowledge transfer within a group occurs among lower-level consultants utilizing application-level knowledge (as opposed to technical-level knowledge), and (c) knowledge transfers across IT problem types. These estimates of learning and knowledge transfer contribute to the development of an empirically grounded understanding of IT knowledge workers' learning behavior. The results also have implications for operational decisions about the staffing and problem-solving strategy of call centers.

Suggested Citation

  • Youngsoo Kim & Ramayya Krishnan & Linda Argote, 2012. "The Learning Curve of IT Knowledge Workers in a Computing Call Center," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 887-902, September.
    • Handle: RePEc:inm:orisre:v:23:y:2012:i:3-part-2:p:887-902
    DOI: 10.1287/isre.1110.0401
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    References listed on IDEAS

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