Auditing excellence in call centres: access is a corporate responsibility

Abstract

This paper examines how the Australian Quality Council and the European Foundation for Quality Management address issues of access and corporate responsibility through their respective devices, namely the Australian Business Excellence Framework and the EFQM Excellence Model. It then examines the impact of the UK and Australian Disability Discrimination Legislation in light of UK and Australian studies on the provision of services for the hearing impaired by call centres.

Citation

Sewell‐Staples, W.J., Dalrymple, J.F. and Phipps, K. (2003), "Auditing excellence in call centres: access is a corporate responsibility", Managerial Auditing Journal, Vol. 18 No. 1, pp. 68-75. https://doi.org/10.1108/02686900310454309