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 GroupLearning and Teaching Centre
Place of publicationUnited Kingdom
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