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Exploring the benefits of contact centre offshoring: A study of trends and practices for the Australian business sector
Owens, Alison R.
Owens, Alison R.
Author
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.
Keywords
Australian customer service, business process offshoring, contact centres, cultural alignment, customer relationship management
Date
2014
Type
Journal article
Journal
International Journal of Human Resource Management
Book
Volume
25
Issue
4
Page Range
571-587
Article Number
ACU Department
Centre for Education and Innovation
Collections
Relation URI
Source URL
Event URL
Open Access Status
License
File Access
Controlled