The study focuses on one telecommunications company that has four outsourced call centres in Gauteng, South Africa. The sample consisted of eight participants. The outcome highlights the role played by managers of outsourced organisations and provides suggestions as to how call centre management can be...
“They appreciate that there’s something magically therapeutic and special about an African bush environment. Some are relocating for retirement or simply wanting a slower-paced, more tranquil lifestyle. Others - especially fromGauteng- are moving for career purposes, either to work in H...
In South Africa most of the call centres are situated in Gauteng (51 per cent) and Western Cape (38 percent). This is a growing industry and is considered an important sector in terms of potential job creation (Benner 2007:3). The focus of this study is on Port Elizabeth, East London...
call centresdedicationjob craftingwork engagementvigourThe study explored job crafting (task, cognitive, and relational crafting) and work engagement (vigour, absorption, and dedication) among support staff within a financial services call centre in the Gauteng province, South Africa. The participants (...
A sample of 187 call centre agents from a municipality in Gauteng participated. The results of a chi-square test analysis suggested that call centre agents with an internal locus of control appear to experience significantly higher general, extrinsic and intrinsic job satisfaction compared to call ...
Key informants within the call centre industry were also interviewed, such as the CEO of Contact in Gauteng; the CEO of KZNonSource; the CEO of Business Process Outsourcing enabling South Africa (BPOeSA); and a well-placed insider within the call centre industry in the Cape who did not ...