How the Telebank Call Center operates as a socio-technical system?

Running head : TELABANK CALL CENTRE ORGANIZATIONAL STRUCTURE

How the Telebank Call Centre operates as a

Socio-technical system Abstract

This analysis the organizational structure of the Telebank Call Centre to understand the amalgamation of the social and the technical elements involved . The various types of social and technical controls that are prevalent in the call centre model of the Telebank are scrutinized to understand the nature of the organizational structure Lastly , the then evaluates the conceptual value and benefits of the using the metaphor that considers the Telebank Call Centre as

a Socio Technical Machine

Telebanking is an innovative electronic solution to banking that assists the bank to offer more services to the bank customers and meet their demands efficiently through a wider area of interaction over phone and internet . The Telabank call centers , also called the telephone banking center , automate the bank processes like funds transfer , loan payments , currency transactions etc . by providing a widespread support to attend the customer queries and requests over phone (Mandelbaum 2004 . Owing to the nature of business , such Telebank call centers are seen as socio-technical systems , where technology is used in parallel with specific social and organizational strategies to control production . The Telabank is a perfect example of integrated theoretical understanding of the way social and technological norms are combined to form a model of structural control . The Telabank model institutionalizes control through technology and the control is further exercised by bureaucratic rules . The bureaucratic control prevalent in the Telabank call centre...