22-05-2014

Organised by the University of Tor Vergata in Rome and Covision

This afternoon, the CEO of AlmavivA Contact, Andrea Antonelli, took part in the workshop organised by the Business, Government and Philosophy Department at the University of Tor Vergata in Rome and Covision, as part of the series of “Economy, Finance and Business: Ethical issues” workshops.
Event title: “Customer satisfaction vs employee disaffection in service industries – call-centre management of internalisation and externalisation processes”

The aim of the workshop is to gather opinions from important service companies on the issue of internalisation and externalisation of inbound and outbound call-centre services, and from specialised companies that provide such services for numerous customers.

The comparison of different operational experiences was focused on the following key aspects: interaction with the technical, commercial and administrative corporate functions; customer and call-centre staff satisfaction; training, tools and working conditions for those working in Corporate Social Responsibility; and the economic return on operational decisions.