The South African Call Centre Industry: A Study of Strategy, Human Resource Practices and Performance

45 Pages Posted: 7 Jan 2019

See all articles by Chris Benner

Chris Benner

Human and Community Development

Charley Lewis

University of the Witwatersrand - Faculty of Humanities

Rahmat Omar

affiliation not provided to SSRN

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

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

Chris Benner

Human and Community Development ( email )

Davis, CA 95616
United States
530-754-8799 (Phone)

Charles Lewis (Contact Author)

University of the Witwatersrand - Faculty of Humanities ( email )

South Africa
+27-83-539-5242 (Phone)

Rahmat Omar

affiliation not provided to SSRN

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