Innovation Perspectives of a personal Financial Services Call Centre

2010. Centre for Service Reserch, Manchester Business School, Manchester, UK. Pp24-26. 2010

Stefan Strickland , David Díaz S, Babis Theodoulidis

Abstract:

This paper reports on a study carried out within the Centre for Service Research at Manchester Business School, examining issues of concern for existing call centre organisations and identifying innovation opportunities for the future vision of such call centres. Based on this study, a personal financial services call centre was examined and this paper reports on innovation aspects relating to business strategy, service design and evaluation that have been identified, implemented and assessed. The paper also discusses innovation opportunities identified for the future of the call centre.

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