Exploring the benefits of contact centre offshoring: A study of trends and practices for the Australian business sector

Journal article


Owens, Alison R.. (2014). Exploring the benefits of contact centre offshoring: A study of trends and practices for the Australian business sector. International Journal of Human Resource Management. 25(4), pp. 571 - 587. https://doi.org/10.1080/09585192.2013.807861
AuthorsOwens, Alison R.
Abstract

A globalised knowledge economy has seen organisations restructure their delivery of customer services to take advantage of an open and competitive labour market. Gains achieved in developed economies such as the USA and UK from offshoring of business processes to developing countries are pressuring Australian businesses to offshore. This paper explores the practices of Australian businesses with offshore contact centres and considers emerging trends in offshoring in terms of potential risks and benefits for Australian organisations with broad customer contact. Findings suggest that Australian organisations are not only cautiously adopting offshore contact centre solutions to a range of onshore challenges including recruitment and retention of local staff and comparatively high local costs, but also achieving gains beyond cost savings in quality of service and enhanced business flexibility.

KeywordsAustralian customer service; business process offshoring; contact centres; cultural alignment; customer relationship management
Year2014
JournalInternational Journal of Human Resource Management
Journal citation25 (4), pp. 571 - 587
PublisherTaylor & Francis
ISSN0958-5192
Digital Object Identifier (DOI)https://doi.org/10.1080/09585192.2013.807861
Scopus EID2-s2.0-84890430249
Page range571 - 587
Research GroupCentre for Education and Innovation
Publisher's version
File Access Level
Controlled
Place of publicationUnited Kingdom
Permalink -

https://acuresearchbank.acu.edu.au/item/896y9/exploring-the-benefits-of-contact-centre-offshoring-a-study-of-trends-and-practices-for-the-australian-business-sector

Restricted files

Publisher's version

  • 117
    total views
  • 0
    total downloads
  • 0
    views this month
  • 0
    downloads this month
These values are for the period from 19th October 2020, when this repository was created.

Export as

Related outputs

Four Restless Narratives : Convener Reflections on Social Learning Communities at an Australian University
Owens, Alison Rhona, Sridharan, Bhavani, Burston, Adam Scott and Hurley, Laurine Faye. (2023). Four Restless Narratives : Convener Reflections on Social Learning Communities at an Australian University. Journal on Excellence in College Teaching. 34(4), pp. 29-46.
Restructures, redundancies and workforce downsizing : Implications for Australian higher education sector post COVID-19
Owens, Alison, Loomes, Susan, Kearns, Margot and Mahoney, Peter. (2022). Restructures, redundancies and workforce downsizing : Implications for Australian higher education sector post COVID-19. Australian Universities' Review. 64(2), pp. 7-14.
Australian women writers’ popular non-fiction prose in the pre-war period : Exploring their motivations
Owens, Alison and Brien, Donna Lee. (2022). Australian women writers’ popular non-fiction prose in the pre-war period : Exploring their motivations. Australasian Journal of Popular Culture. 11(1-2), pp. 63-80. https://doi.org/10.1386/ajpc_00051_1
What is the price of excellence in learning and teaching? Exploring the costs and benefits for diverse academic staff studying online for a GCHE supporting the SoTL
Owens, Alison, Daddow, Angela, Clarkson, Georgia and Nulty, Duncan. (2021). What is the price of excellence in learning and teaching? Exploring the costs and benefits for diverse academic staff studying online for a GCHE supporting the SoTL. Teaching and Learning Inquiry: the ISSOTL Journal. 9(1), pp. 161-179. https://doi.org/10.20343/TEACHLEARNINQU.9.1.12
Part I : Orienting towards the doctoral journey : Introduction to part
Brien, Donna Lee, Batty, Craig, Ellison, Elizabeth and Owens, Alison. (2020). Part I : Orienting towards the doctoral journey : Introduction to part. In In Brien, Donna Lee, Batty, Craig, Ellison, Elizabeth and Owens, Alison (Ed.). The doctoral experience : Student stories from the creative arts and humanities pp. 11-14 Palgrave Macmillan.
Part III : Taking ownership of the doctoral experience : Introduction to part
Brien, Donna Lee, Batty, Craig, Ellison, Elizabeth and Owens, Alison. (2020). Part III : Taking ownership of the doctoral experience : Introduction to part. In In Brien, Donna Lee, Batty, Craig, Ellison, Elizabeth and Owens, Alison (Ed.). The doctoral experience : Student stories from the creative arts and humanities pp. 103-106 Palgrave Macmillan.
Part V : Completing the doctoral journey : Introduction to part
Brien, Donna Lee, Batty, Craig, Ellison, Elizabeth and Owens, Alison. (2020). Part V : Completing the doctoral journey : Introduction to part. In In Brien, Donna Lee, Batty, Craig, Ellison, Elizabeth and Owens, Alison (Ed.). The doctoral experience : Student stories from the creative arts and humanities pp. 183-186 Palgrave Macmillan.
Student reflections on doctoral learning : Challenges and breakthroughs
Owens, Alison, Brien, Donna Lee, Ellison, Elizabeth and Batty, Craig. (2020). Student reflections on doctoral learning : Challenges and breakthroughs. Studies in Graduate and Postdoctoral Education. 11(1), pp. 107-122. https://doi.org/10.1108/SGPE-04-2019-0048
Mapping the emotional journey of the doctoral ‘hero’ : Challenges faced and breakthroughs made by creative arts and humanities candidates
Batty, Craig, Ellison, Elizabeth, Owens, Alison Rhona and Brien, Donna. (2020). Mapping the emotional journey of the doctoral ‘hero’ : Challenges faced and breakthroughs made by creative arts and humanities candidates. Arts and Humanities in Higher Education: an international journal of theory, research and practice. 19(4), pp. 354-376. https://doi.org/10.1177/1474022219844986
Investigating candidates’ research experience beyond the thesis : The peripheral world of the doctorate
Brien, Donna Lee, Owens, Alison, Batty, Craig and Ellison, Elizabeth. (2019). Investigating candidates’ research experience beyond the thesis : The peripheral world of the doctorate. TEXT. 23(57), pp. 1-17. https://doi.org/10.52086/001C.23703
Conclusion to volume
Brien, Donna Lee, Batty, Craig, Ellison, Elizabeth and Owens, Alison. (2019). Conclusion to volume. In In Brien, Donna Lee, Batty, Craig, Ellison, Elizabeth and Owens, Alison (Ed.). The doctoral experience : Student stories from the creative arts and humanities pp. 223-230 Palgrave Macmillan. https://doi.org/10.1007/978-3-030-18199-4_19
Exegetical essentials : A framing structure and template for a comprehensive exegesis in the creative arts
Brien, Donna Lee, Owens, Alison, Pittaway, Gail and Waters, Irene. (2017). Exegetical essentials : A framing structure and template for a comprehensive exegesis in the creative arts. TEXT. 21(2), pp. 1-18. https://doi.org/10.52086/001c.25867
Customer relationship management: A case study from a metropolitan campus of a regional university
Pember, Edward R., Owens, Alison and Yaghi, Shazhi. (2014). Customer relationship management: A case study from a metropolitan campus of a regional university. Journal of Higher Education Policy and Management. 36(2), pp. 117 - 128. https://doi.org/10.1080/1360080X.2013.861056
Writing themselves: Using creative writing to facilitate international student accounts of their intercultural experience
Owens, Alison R. and Brien, Donna L.. (2014). Writing themselves: Using creative writing to facilitate international student accounts of their intercultural experience. New Writing. 11(3), pp. 359 - 374. https://doi.org/10.1080/14790726.2014.932815