Enhancing customer loyalty and eventually increasing profitability can be facilitated by the services of a call center, which takes charge of customer service calls and acts as a repository of marketing information. The most expensive and important resource a call center has is its people. Support of the call center staff is critical to maintaining quality of service. This paper describes the determination of installing a performance measurement system for a call center in a beauty-supply corporation. This PMS is essential to improve organizational productivity as one of several information system priorities. Many practical implications have been derived in this case study.
Chen, Edward, "Reengineering a Call Center Using a Performance Measurement System" (1999). AMCIS 1999 Proceedings. 231.