The growth of the outsourced call centre industry globally has been meteoric, says Ron Keschner, group sales director at Go Rentals.
In the last 10 years, there has been a shift in control from organisation to consumer, says Siva Pather, GM of customer interactive solutions at Dimension Data.
Choosing the right contact centre solution is a tricky exercise, says Dawn Wood, business executive at Atio.
At the 2010 World Cup, contact centres will form a crucial point of contact with visitors to SA, says Dawn Wood, business executive at Atio.
Making a contact centre more efficient isn`t enough to make it competitive.
Wanting to develop SA as an outsourcing destination is all good and well, but it appears success is largely dependent on government`s contribution. So what`s taking so long?
The call centre business in SA is booming, and research suggests this will continue for another few years. However, we need to overcome some stumbling blocks before SA can become a preferred call centre destination.