South Africa’s Call Centre Industry: The Emerging Challenges of a Growing Destination in the Global South

Wayde, R. Pandy; Rogerson, Christian M.

doi:10.5901/mjss.2014.v5n8p208

Cited by 4 publications

(4 citation statements)

References 33 publications

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“…19 One example is call center employment in South Africa, which currently stands at around 200,000. Policymakersare interested in how this work might employ disadvantaged people with limited alternative opportunities (Wade and Rogerson 2014). 20 According to the Global Entrepreneurship Monitor, which is based on surveys in 73 countries, entrepreneurial propensity and activity rates are high among youth in most of the SSA countries included (Singer et al 2015).…”

Section: Endnotesmentioning

confidence: 99%

Jobs for Africa’s expanding youth cohort: a stocktaking of employment prospects and policy interventions

Betcherman

Khan²

2018

IZA J Develop Migration

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Youth unemployment and underemployment are serious concerns in sub-Saharan Africa, especially given the region's young population. The barriers young people face stem both from skills deficiencies and from weak fundamentals that constrain job creation more generally in the region. Employment interventions can mitigate some of these barriers. However, our stocktaking of these interventions suggests that existing programs are disproportionately focused on the formal wage sector and do not adequately reflect the reality that most young people work in agriculture, household enterprises, and self-employment and will continue to do so for the foreseeable future. Finally, better data and evaluation are needed for more effective interventions.

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Section: Endnotesmentioning

confidence: 99%

Jobs for Africa’s expanding youth cohort: a stocktaking of employment prospects and policy interventions

Betcherman

Khan²

2018

IZA J Develop Migration

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“…Given this rationality, there has been an increase in the number of call centers operating in South Africa. A further plausibility for this increase is that the South African call center industry attracts international organizations due to factors such as low call center staff wages, high agent productivity, low call center operating costs, and the availability of technical infrastructure (Wayde and Rogerson 2014;Antwerpen 2016). In effect, not only are call centers in South Africa servicing local companies, they are also providing services to international organizations.…”

Section: Introductionmentioning

confidence: 99%

A Structural Equation Modelling Evaluation of Antecedents and Interconnections of Call Centre Agents’ Intention to Quit

Iwu

Opute²,

Aliyu

et al. 2021

JRFM

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Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures associated with the role of the call center agent have made staff attrition a norm in the industry. While this does not augur well for the call center or the organizations that they serve, the role of possible antecedents in the equation of staff attrition in South African call centers remains largely unexplored. Using a structural equation modeling approach, this study examined the interconnections between customer orientation, knowledge management, job satisfaction, and employees’ intention to quit. Additionally, the mediating influence of job satisfaction on the association between customer orientation and knowledge management of the intention to quit is examined. This study found significant relationships between knowledge management, customer orientation, and job satisfaction and the dependent variable (intention to quit). In addition, this study establishes that the extent to which job satisfaction may mediate the influence on the intention to quit hinges on the organizational element considered. Two factors limit the extent to which the findings from this study can be generalized. First, this study focused on the call center setting in South Africa. Second, convenience sampling was used in this study. This study points to critical operational practices that call center managers can embrace toward enhancing job satisfaction and reducing intention to quit propensity. Using structural equation analysis, we contend that call centers in the South African setting would effectively address staff attrition if appropriate organizational practices are endorsed toward ensuring employee job satisfaction.

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“…In this context, this section will be examining global call center industry in three subsection by following Holman and colleagues' classification. It should be underlined that not only a global report, but also individual country reports and research (Bain, 2001 ;Batt et al, 2004;Olivera Junior, et al, 2005;Cantrick Brooks, 2005;Frenkel et al, 2005;Sorensen & El-Salanti, 2005;Holtgrewe, 2005;Batt et al, 2005;Lee & Kang, 2006;Benner et al, 2007;Raj, 2008;Friginal, 2009;Holtgrewe et al, 2009 ;Çağrı Merkezleri Dernegi, 2009;ÇSGB, 2013;Torres, 2014;Pandy & Rogerson, 2014;Call Center Association, 2014;Pandy & Rogerson, 2014;Yücesan Özdemir, 2014;Cavallini, 2015 ;) constitute the main source of this chapter.…”

Section: Chapter II the Global Call Center Industrymentioning

confidence: 99%

“…According to a survey, there are 80,000 workers in the South African call center industry, which is greater than the call center industries in Ireland, Scotland, Italy and Spain (Benner et al, 2007). South African call center industry has approximately 14,000 new employees in 2013 and this is expected to expand to 40.000 by 2015 (Pandy & Rogerson, 2014).…”

Section: Developing Countriesmentioning

confidence: 99%

The realm of call centers and trade unions

Çoban¹

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This dissertation focused on the call center industry and its growing importance in developed and developing countries in respect to unionization effort in that area. Call centers are mostly located in developing countries. And it may be favorable for these countries because it might bring employment, but sure that it is not favorable for workers in respect to working conditions. Unfortunately, the sector predominantly offers low-skilled, low-waged and highly flexible jobs in terms of working hours and term of contracts.As many countries around the globe provide call center service, type of the call center work, workforce, and quality of work life issues, and unionization of call center workers have become growing importance and growing interest both in the academic and union world. The objective of this study was to find out the interest on the activities of union organizing in the relevant academic literature. In this context this study attempted to examine the expansion of call centers, features of call center work and workforce as well as geographical distribution of centers and unionization in call centers through reviewing relevant academic literature.

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South Africa’s Call Centre Industry: The Emerging Challenges of a Growing Destination in the Global South

Abstract: Abstract

Cited by 4 publications

References 33 publications

Jobs for Africa’s expanding youth cohort: a stocktaking of employment prospects and policy interventions

Jobs for Africa’s expanding youth cohort: a stocktaking of employment prospects and policy interventions

A Structural Equation Modelling Evaluation of Antecedents and Interconnections of Call Centre Agents’ Intention to Quit

The realm of call centers and trade unions

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