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
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
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