The efficiency and quality dilemma: What drives South African call centre management performance indicators?
Orientation: Call centres have become principal channels of communication with customers. Therefore, companies attempt to reduce costs and improve the quality of their interactions with customers simultaneously. These objectives are often conflicting and call centre managers struggle to balance t...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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AOSIS
2011-03-01
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| Series: | SA Journal of Human Resource Management |
| Subjects: | |
| Online Access: | https://sajhrm.co.za/index.php/sajhrm/article/view/331 |
| _version_ | 1828340006765199360 |
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| author | Diane Banks Gert Roodt |
| author_facet | Diane Banks Gert Roodt |
| author_sort | Diane Banks |
| collection | DOAJ |
| description | Orientation: Call centres have become principal channels of communication with customers. Therefore, companies attempt to reduce costs and improve the quality of their interactions with customers simultaneously. These objectives are often conflicting and call centre managers struggle to balance the efficiency and quality priorities of the business.
Research purpose: This study explored the key performance indicators that drive management practices in the South African call centre industry in the context of the dilemma between efficiency and quality.
Motivation for the study: The South African government has identified call centres as a method of creating jobs and foreign investment. Management practices affect centres’ performance. Understanding these practices will help to achieve these aims.
Research design: The researchers used a web-based questionnaire in a survey with South African call centre managers in more than 44 different organisations that represented nine industry sectors.
Main findings: This study indicated that the dilemma between efficiency and quality is prevalent in South African call centres and that efficiency key performance indicators drive management practices.
Practical/managerial implications: The inconsistencies the study reported mean that South African organisations should assess the alignment between their organisational visions, the strategic intentions of their call centres and the performance measures they use to assess their call centre managers.
Contribution/value-add: This study adds to the relatively small amount of empirical research available on the call centre industry in South Africa. It contributes to the industry’s attempt to position itself favourably for local and international outsourcing opportunities. |
| first_indexed | 2024-04-13T22:50:00Z |
| format | Article |
| id | doaj.art-202ac5d9daf84484b54f5866f1b65fa4 |
| institution | Directory Open Access Journal |
| issn | 1683-7584 2071-078X |
| language | English |
| last_indexed | 2024-04-13T22:50:00Z |
| publishDate | 2011-03-01 |
| publisher | AOSIS |
| record_format | Article |
| series | SA Journal of Human Resource Management |
| spelling | doaj.art-202ac5d9daf84484b54f5866f1b65fa42022-12-22T02:26:13ZengAOSISSA Journal of Human Resource Management1683-75842071-078X2011-03-0191e1e1710.4102/sajhrm.v9i1.331193The efficiency and quality dilemma: What drives South African call centre management performance indicators?Diane Banks0Gert Roodt1University of JohannesburgUniversity of JohannesburgOrientation: Call centres have become principal channels of communication with customers. Therefore, companies attempt to reduce costs and improve the quality of their interactions with customers simultaneously. These objectives are often conflicting and call centre managers struggle to balance the efficiency and quality priorities of the business. Research purpose: This study explored the key performance indicators that drive management practices in the South African call centre industry in the context of the dilemma between efficiency and quality. Motivation for the study: The South African government has identified call centres as a method of creating jobs and foreign investment. Management practices affect centres’ performance. Understanding these practices will help to achieve these aims. Research design: The researchers used a web-based questionnaire in a survey with South African call centre managers in more than 44 different organisations that represented nine industry sectors. Main findings: This study indicated that the dilemma between efficiency and quality is prevalent in South African call centres and that efficiency key performance indicators drive management practices. Practical/managerial implications: The inconsistencies the study reported mean that South African organisations should assess the alignment between their organisational visions, the strategic intentions of their call centres and the performance measures they use to assess their call centre managers. Contribution/value-add: This study adds to the relatively small amount of empirical research available on the call centre industry in South Africa. It contributes to the industry’s attempt to position itself favourably for local and international outsourcing opportunities.https://sajhrm.co.za/index.php/sajhrm/article/view/331key performance indicatorscall centre managerqualitative measuresquantitative measuresSouth African call centres |
| spellingShingle | Diane Banks Gert Roodt The efficiency and quality dilemma: What drives South African call centre management performance indicators? SA Journal of Human Resource Management key performance indicators call centre manager qualitative measures quantitative measures South African call centres |
| title | The efficiency and quality dilemma: What drives South African call centre management performance indicators? |
| title_full | The efficiency and quality dilemma: What drives South African call centre management performance indicators? |
| title_fullStr | The efficiency and quality dilemma: What drives South African call centre management performance indicators? |
| title_full_unstemmed | The efficiency and quality dilemma: What drives South African call centre management performance indicators? |
| title_short | The efficiency and quality dilemma: What drives South African call centre management performance indicators? |
| title_sort | efficiency and quality dilemma what drives south african call centre management performance indicators |
| topic | key performance indicators call centre manager qualitative measures quantitative measures South African call centres |
| url | https://sajhrm.co.za/index.php/sajhrm/article/view/331 |
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