alexa Outsourcing In-bound Call Centers: Impact on Customers’ Service Experience

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Outsourcing In-bound Call Centers: Impact on Customers’ Service Experience

The paper explores the impact that the outsourcing of In-bound Call Centers have on customer service experience at a major mobile telecommunications company in South Africa. A quantitative approach was used to obtain data from a convenience sample of customers, using a special on-line questionnaire, namely, Net Promoter Score (NPS) which was distributed to all customers who contacted the In- and Out-bound Call Centers over a 5-month period, by providing participants with them with a link via SMS..Read More

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