TY - JOUR
T1 - The learning curve of IT knowledge workers in a computing call center
AU - Kim, Youngsoo
AU - Krishnan, Ramayya
AU - Argote, Linda
PY - 2012/9
Y1 - 2012/9
N2 - We analyze learning and knowledge transfer in a computing call center. The information technology (IT) technical services provided by call centers are characterized by constant changes in relevant knowledge and a wide variety of support requests. Under this IT problem-solving context, we analyze the learning curve relationship between problem-solving experience and performance enhancement. Based on data collected from a university computing call center consisting of different types of consultants, our empirical findings indicate that (a) the learning effect-as measured by the reduction of average resolution time-occurs with experience, (b) knowledge transfer within a group occurs among lower-level consultants utilizing application-level knowledge (as opposed to technical-level knowledge), and (c) knowledge transfers across IT problem types. These estimates of learning and knowledge transfer contribute to the development of an empirically grounded understanding of IT knowledge workers' learning behavior. The results also have implications for operational decisions about the staffing and problem-solving strategy of call centers.
AB - We analyze learning and knowledge transfer in a computing call center. The information technology (IT) technical services provided by call centers are characterized by constant changes in relevant knowledge and a wide variety of support requests. Under this IT problem-solving context, we analyze the learning curve relationship between problem-solving experience and performance enhancement. Based on data collected from a university computing call center consisting of different types of consultants, our empirical findings indicate that (a) the learning effect-as measured by the reduction of average resolution time-occurs with experience, (b) knowledge transfer within a group occurs among lower-level consultants utilizing application-level knowledge (as opposed to technical-level knowledge), and (c) knowledge transfers across IT problem types. These estimates of learning and knowledge transfer contribute to the development of an empirically grounded understanding of IT knowledge workers' learning behavior. The results also have implications for operational decisions about the staffing and problem-solving strategy of call centers.
KW - Computing call center
KW - IT problem type
KW - Knowledge classification
KW - Knowledge transfer
KW - Learning curves
UR - http://www.scopus.com/inward/record.url?scp=84871537452&partnerID=8YFLogxK
U2 - 10.1287/isre.1110.0401
DO - 10.1287/isre.1110.0401
M3 - Article
AN - SCOPUS:84871537452
SN - 1047-7047
VL - 23
SP - 887
EP - 902
JO - Information Systems Research
JF - Information Systems Research
IS - 3 PART 2
ER -