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首页> 外文会议>2014 IEEE 6th International Conference on Adaptive Science and Technology >Improving customer service in South African contact centers: Lessons learn't from Australian contact centers
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Improving customer service in South African contact centers: Lessons learn't from Australian contact centers

机译：改善南非联络中心的客户服务：澳大利亚联络中心没有吸取教训

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For many years now, the government of South African has identified contact centers as an important and strategic area to focus on in order to make South Africa a more attractive outsourcing destination. There are several benefits that contact centers offers to organizations and their customers. Contact centers also boost foreign investments and help to create jobs. In order to achieve these benefits, the South African government has consistently offered support for contact center industry. Although there is enormous support from government, it is disappointing that contact centers in South Africa have not been able to deliver all the expected benefits even with the support from the government. This research aims to uncover the reasons why the South African contact centers are unable to meet expectations. This research also aims to find solution to the issues identified so as to help contact centers deliver expected level of service. In order to find ways in which contact centers in South Africa can improve their services and attract more foreign investments while creating more jobs at the same time, this research investigated both the South African contact center industry and Australian contact center industry. Findings from both South Africa and Australian contact center industries were compared to identify lessons which the South African contact centers can learn from their Australian counterparts so that the expected benefits from contact centers can be fully realized thereby helping the contact centers meet expectations. Based on the comparison, this paper provided recommendations for South African contact centers. Some important areas that require further research were also identified.
机译：多年来，南非政府已将联络中心确定为需要重点关注的重要战略领域，以使南非成为更具吸引力的外包目的地。联络中心为组织及其客户提供了许多好处。联络中心还可以促进外国投资并帮助创造就业机会。为了获得这些好处，南非政府一直为呼叫中心行业提供支持。尽管政府提供了巨大的支持，但令人失望的是，即使在政府的支持下，南非的联络中心也无法提供所有预期的收益。这项研究旨在揭示南非联络中心无法达到期望的原因。这项研究还旨在找到已解决问题的解决方案，以帮助联络中心提供预期的服务水平。为了找到南非的联络中心可以改善服务质量，吸引更多外国投资同时创造更多就业机会的方法，本研究对南非联络中心行业和澳大利亚联络中心行业进行了调查。比较了南非和澳大利亚联络中心行业的发现，以找出南非联络中心可以从澳大利亚同行那里汲取的经验教训，从而可以充分实现联络中心的预期收益，从而帮助联络中心达到期望。在比较的基础上，本文为南非联络中心提供了建议。还确定了一些需要进一步研究的重要领域。

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