The attractiveness of the Western Cape for offshore outsourcing contact centres

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dc.contributor.advisorHart, Mikeen_ZA
dc.contributor.authorDerakhshani, Sabaen_ZA
dc.date.accessioned2014-07-31T12:16:27Z
dc.date.available2014-07-31T12:16:27Z
dc.date.issued2006en_ZA
dc.descriptionIncludes bibliographical references.
dc.description.abstractThis 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.en_ZA
dc.identifier.apacitationDerakhshani, S. (2006). <i>The attractiveness of the Western Cape for offshore outsourcing contact centres</i>. (Thesis). University of Cape Town ,Faculty of Commerce ,Department of Information Systems. Retrieved from http://hdl.handle.net/11427/5640en_ZA
dc.identifier.chicagocitationDerakhshani, Saba. <i>"The attractiveness of the Western Cape for offshore outsourcing contact centres."</i> Thesis., University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2006. http://hdl.handle.net/11427/5640en_ZA
dc.identifier.citationDerakhshani, S. 2006. The attractiveness of the Western Cape for offshore outsourcing contact centres. University of Cape Town.en_ZA
dc.identifier.ris TY - Thesis / Dissertation AU - Derakhshani, Saba AB - 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. DA - 2006 DB - OpenUCT DP - University of Cape Town LK - https://open.uct.ac.za PB - University of Cape Town PY - 2006 T1 - The attractiveness of the Western Cape for offshore outsourcing contact centres TI - The attractiveness of the Western Cape for offshore outsourcing contact centres UR - http://hdl.handle.net/11427/5640 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/5640
dc.identifier.vancouvercitationDerakhshani S. The attractiveness of the Western Cape for offshore outsourcing contact centres. [Thesis]. University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2006 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/5640en_ZA
dc.language.isoengen_ZA
dc.publisher.departmentDepartment of Information Systemsen_ZA
dc.publisher.facultyFaculty of Commerceen_ZA
dc.publisher.institutionUniversity of Cape Town
dc.subject.otherInformation Systemsen_ZA
dc.titleThe attractiveness of the Western Cape for offshore outsourcing contact centresen_ZA
dc.typeMaster Thesis
dc.type.qualificationlevelMasters
dc.type.qualificationnameMComen_ZA
uct.type.filetypeText
uct.type.filetypeImage
uct.type.publicationResearchen_ZA
uct.type.resourceThesisen_ZA
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