Information bases for customer service: Organisation and use of call centre scripts

This study presents a discussion about the information bases constituted by customer service scripts that support customer service in call centres. The discussion falls within the scope of Information Science and seeks to understand the phenomenon from the perspective of information organisation and use. To this end, it aims to analyse the information process of customer service in call centres, focusing on the organisation and use of information databases with a view to systematising parameters to support the creation, maintenance and validation of customer service scripts. The combination of theoretical studies and empirical research led to the development of a proposal for a technical standard for the organisation of information for the creation and maintenance of customer service script databases.