The South African Call Centre Industry: A Study of Strategy, Human Resource Practices and Performance
45 Pages Posted: 7 Jan 2019
Date Written: June 22, 2007
Abstract
This survey examines a range of issues in call centres in South Africa, including employment conditions and practices, training and development, work organisation & job design, monitoring and performance management, customer contact and customer satisfaction, and the impact of unionisation.
Keywords: call centres
Suggested Citation: Suggested Citation
Benner, Chris and Lewis, Charles and Omar, Rahmat, The South African Call Centre Industry: A Study of Strategy, Human Resource Practices and Performance (June 22, 2007). Available at SSRN: https://ssrn.com/abstract=3305680 or http://dx.doi.org/10.2139/ssrn.3305680
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