Abstract
This
article reports on the experiences of managers in outsourcing
telecommunications call centers in South Africa on service quality and
efficiency, and whether service quality is sacrificed for service efficiency.
This qualitative case study collected data from eight participants through
semi-structured face-to-face interviews. Inductive reasoning was applied in
this study. Participants were purposively selected through criterion sampling
based on their experience within the call centre industry. Thematic analysis
were conducted whereby themes and sub themes were identified. Call center managers use different metrics to
manage service quality and efficiency and two thirds of them suggests that
service quality is not sacrificed for service efficiency, and a quarter feels
otherwise. These findings contradict previous studies on service quality and
efficiency. The article provides
actionable insights for the management of outsourced call centers on managing
service quality without compromising service
efficiency. The findings can be implemented in the operations of inbound and outbound
call centers.
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IJBMS by IPRPD is licensed under a Creative Commons Attribution 4.0 International License.