Supporting mobile professionals in global banking: the role of global ICT-support call-centres

Abstract

The aim of this paper is to address the role of ICT-support call centres in supporting mobile professionals. In global organisations, mobile professionals require constant and continuous access to information services. In modern global banking firms, ICTs are intensively utilised for electronic transactional processing and in supporting banking professionals in accomplishing their global tasks across geographical locations and time zones. The use of ICTs by global mobile bankers is crucial to access real-time information, anytime and anywhere. In their remote mobility, banking professionals may experience technology failure or difficulties in accessing information services. This inability of the banking mobile professionals in utilising ICTs could have serious consequences in terms of risk on the bank operations and profit. The ICT-support call-centres play major roles in supporting the mobile user. This paper discusses how a global help desk unit accomplishes this role in a global banking organisation. This is achieved through analysis of the call tickets from the global helpdesk tracking system.