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What are phone trade conversations ?

Author

Listed:
  • Fabien Eloire

    (LEM - Lille - Economie et Management - Université de Lille, Sciences et Technologies - CNRS - Centre National de la Recherche Scientifique)

  • Helene Ducourant

    (LEM - Lille - Economie et Management - Université de Lille, Sciences et Technologies - CNRS - Centre National de la Recherche Scientifique)

  • Christine Balagué

    (IMT-BS - MMS - Département Management, Marketing et Stratégie - TEM - Télécom Ecole de Management - IMT - Institut Mines-Télécom [Paris] - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris])

Abstract

We propose a multi-disciplinary overview of the content & structure of a large collection of call center conversations data (about 1500 recorded inbound conversations from a French call center). The aim of the research is twofold : to define what are phone trade conversations, mainly using a quantitative analysis & to question the efficiency of usual call center's measures of their activity. Our ongoing empirical research aims at linking structural elements (length, number of topics, topics, rebounds, clients' expression of satisfaction ), & agent evaluation criteria used in the call center (use of polite formula, reformulation of the caller's complaint, ). A qualitative approach (conversational analysis) of selected parts of interactions completes the analysis. Special attention is paid to the way partakers use their "localization" during the talks & to the way call center agents orally express the actions they are accomplishing to the callers. Finally, through a comparison of the agent's evaluation criteria & the analysis done, we intend to qualify what are/aren't "perfect talks" according to the call center management's criteria.

Suggested Citation

  • Fabien Eloire & Helene Ducourant & Christine Balagué, 2010. "What are phone trade conversations ?," Post-Print hal-01681168, HAL.
    • Handle: RePEc:hal:journl:hal-01681168
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    Keywords

    Call center;

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