Cyberspace and call centers. New patterns of location, outsourcing and reengineering of services in Germany
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1998
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Keywords
Call Center ; Outsourcing ; Reeengineering ; Standortmuster ; Telearbeit ; Teledienstleistungen teleservice ; telework ; call center ; location pattern ; outsourcing ; reengineeringSimilar subjects
Outsourcing Contracting for services Services, Contracting for Contract servicesCite this document
Peter Gräf, « Cyberspace and call centers. New patterns of location, outsourcing and reengineering of services in Germany », NETCOM : Réseaux, communication et territoires / Networks and communication studies, ID : 10.3406/netco.1998.1406
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Abstract
The development and diffusion of call centers are part of activities of telework and teleservices. Call centers, first based one telephone communication only, are going to become a service in the cyberspace. This paper provides a look to call center innovation and dynamics in the different parts of Germany and Europe. The focus is set on location patterns, outsourcing activities and reengineering of teleservices.