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The attractiveness of the Western Cape for offshore outsourcing contact centres
Includes bibliographical references.
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| Main Author: | |
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| Other Authors: | |
| Format: | Thesis |
| Language: | English |
| Published: |
Department of Information Systems
2014
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| _version_ | 1867613267111706625 |
|---|---|
| access_status_str | Open Access |
| author | Derakhshani, Saba |
| author2 | Hart, Mike |
| author_browse | Derakhshani, Saba Hart, Mike |
| author_facet | Hart, Mike Derakhshani, Saba |
| author_sort | Derakhshani, Saba |
| collection | Thesis |
| description | Includes bibliographical references. |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/5640 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:33:25.185Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2014 |
| publishDateRange | 2014 |
| publishDateSort | 2014 |
| publisher | Department of Information Systems |
| publisherStr | Department of Information Systems |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/5640 The attractiveness of the Western Cape for offshore outsourcing contact centres Derakhshani, Saba Hart, Mike Information Systems Includes bibliographical references. This study examines the attractiveness of the Western Cape for offshore outsourcing contact centres and suggests a series of normative business practices contact centres can adopt to achieve superior organistional efficiency and performance. A literature review defines the concept of a contact centre and discusses the various functions these operations perform. Contact centre technology is also reviewed as well as the personnel management and service quality components of these operations, such as first call resolution and the effectiveness of service encounters. The phenomenon of offshore outsourcing contact centres is discussed by reviewing its risks and benefits. Offshore outsourcing is primarily done to reduce costs, as well as for other factors, such as increased flexibility, efficiency and scalability. However, it is risky due to issues as cultural misalignment and managerial difficulities. A brief overview of the South African contact centre industry reveals that South Africa is home to approximately 525 contact centres including 105 operations situated in the Western Cape. It is estimated that 30% of these operations are outsourcers, of which over 55% service offshore markets. 2014-07-31T12:16:27Z 2014-07-31T12:16:27Z 2006 Master Thesis Masters MCom http://hdl.handle.net/11427/5640 eng application/pdf Department of Information Systems Faculty of Commerce University of Cape Town |
| spellingShingle | Information Systems Derakhshani, Saba The attractiveness of the Western Cape for offshore outsourcing contact centres |
| thesis_degree_str | Master's |
| title | The attractiveness of the Western Cape for offshore outsourcing contact centres |
| title_full | The attractiveness of the Western Cape for offshore outsourcing contact centres |
| title_fullStr | The attractiveness of the Western Cape for offshore outsourcing contact centres |
| title_full_unstemmed | The attractiveness of the Western Cape for offshore outsourcing contact centres |
| title_short | The attractiveness of the Western Cape for offshore outsourcing contact centres |
| title_sort | attractiveness of the western cape for offshore outsourcing contact centres |
| topic | Information Systems |
| url | http://hdl.handle.net/11427/5640 |
| work_keys_str_mv | AT derakhshanisaba theattractivenessofthewesterncapeforoffshoreoutsourcingcontactcentres AT derakhshanisaba attractivenessofthewesterncapeforoffshoreoutsourcingcontactcentres |