Original Research

Leveraging management information in improving call centre productivity

Manthisana Mosese, Martie Mearns
SA Journal of Information Management | Vol 18, No 1 | a690 | DOI: https://doi.org/10.4102/sajim.v18i1.690 | © 2016 Manthisana Mosese, Martie Mearns | This work is licensed under CC Attribution 4.0
Submitted: 29 April 2015 | Published: 13 April 2016

About the author(s)

Manthisana Mosese, Centre for Information and Knowledge Management, University of Johannesburg, South Africa
Martie Mearns, Department of Information and Knowledge Management, University of Johannesburg, South Africa


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Abstract

Background: The availability and efficient use of management information is one of the key strategic levers in driving growth and competitiveness for companies. Management information facilitates vital decision making that assists organisations in improving their competitiveness. For call centre operations, competitiveness entails improving productivity and customer service, and management information is essential in this endeavour.

Objectives: This research explored the use of management information and its impact on two fundamental functions namely, improving productivity without compromising the quality of service, in the call centre of a well-known South African fashion retailer, Edcon. Following the implementation of the call centre technology project the research set out to determine how Edcon can transform their call centre to improve productivity and customer service through effective utilisation of their management information.

Method: Internal documents and reports were analysed to provide the basis of evaluation between the measures of productivity prior to and post the implementation of a technology project at Edcon’s call centre. Semi-structured in-depth and group interviews were conducted to establish the importance and use of management information in improving productivity and customer service.

Results: The results indicated that the availability of management information has indeed contributed to improved efficiency at the Edcon call centre. Although literature claims that there is a correlation between a call centre technology upgrade and improvement in performance, evident in the return on investment being realised within a year or two of implementation, it fell beyond the scope of this study to investigate the return on investment for Edcon’s call centre.

Conclusion: Although Edcon has begun realising benefits in improved productivity in their call centre from their available management information, information will continue to play a crucial role in supporting management with informed decisions that will improve the call centre operations.

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Keywords

Management information; Management information systems; Call centre productivity; Call centre customer service

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