Script for Call Center Attendance: a view on electronic documents
DOI:
https://doi.org/10.5007/1518-2924.2010v15n29p145Keywords:
Information unit, information service, service of attendance to clients, call center, Attendance scriptAbstract
The present article contextualizes the service of attendance to clients (SAC) as far as the Information Science is concerned. It also seeks to understand the phenomenon under the focus of organization and the use of information. We analyze the informational process of attendance services to clients performed in call centers, focusing on the organization and the use of information bases. This is done aiming at the systematization of parameters to subside the creation, maintenance and validation of scripts for attendance. Scripts are electronic documents that contain orientation to execute procedures related to products and services of the institution and in the interaction with consumers. At last we identify the attributes of quality of information that guide the construction and maintenance of information bases and systematize the parameters for elaboration of information bases according to organization processes and use of information at SAC.
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Copyright (c) 2010 Sandra Maria Silveira, Maria Aparecida Moura
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