Machinery in the new factories: interaction and technology in a bank's telephone call centre

Authors:
John Bowers;David Martin
Affiliations:
Centre for User-Oriented IT-Design (CID), Royal Institute of Technology (KTH), Stockholm, Sweden;Departments of Computer Science and Psychology, University of Manchester, UK
Venue:
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
Year:
2000

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Abstract

This paper presents analyses of calls to a bank's telephone call centre documenting the way calls are opened, closed, and how financial services are actioned. Throughout, how the social interaction between caller and operator is interleaved with the human-computer interaction between operator and the bank's accounts database is attended to. We show participants varying in their orientation to each other and to providing and receiving database information, and how these matters are influenced by the recent introduction of more active, intelligent technology. Implications for design of interactive technology in such settings and for the study of organisations in CSCW are offered.