Outsourcing Contact Centres to a Developing Country: A SWOT Analysis
نویسندگان
چکیده
Contact centres have become an important growth industry in many developing and emerging countries, and there are good opportunities for countries with sound IT infrastructure to attract outsourced business from Northern Hemisphere organisations through offshoring. Executives from major companies in the Western Cape, South Africa that offer outsourcing services to European and American countries were interviewed. Using hermeneutic content analysis a SWOT analysis of important issues for setting up and operating contact centres in South Africa was performed. These issues are summarised, together with some relevant quotes from contact centre management. It was found that the strengths far outweighed the weaknesses, and opportunities exceeded threats. It is suggested that organisations in similar developing countries note the wide range of issues that emerged, and bear these in mind, with possible local adaptations, when themselves considering offering outsourced services.
منابع مشابه
A comparative analysis of IT outsourcing readiness in the East African community
Developing countries are increasingly relying on Information and Communication Technology (ICTs) for their socio-economic development. Many countries have achieved faster gross domestic product (GDP) growth through information technology (IT) outsourcing, which is now largely recognized as a strategic management practice that can provide a competitive advantage in business. The East African Com...
متن کاملThe Status of Outsourcing Services in a Specialized Tehran Hospital Using SWOT
Background: Outsourcing in healthcare is a cost-effective strategy that reduces costs and increases service quality. Managers must attempt to outsource healthcare services using scientific methods. Objective: This study is a strategic analysis of the outsourcing of health services in one specialty and subspecialty hospital in Tehran. Methods...
متن کاملGrouup decision making contractor selection based on SWOT in fuzzy environment
Currently competitive world outsourcing is one of the important strategies used by modern enterprises. Contractor selection is characterized as a multi-criteria decision-making problem that comprises tangible and intangible factors. Previous contractor selection techniques do not consider strategic perspective. This paper applied quantified SWOT in the context of contractor selection under a fu...
متن کاملCountry Competition and U.S. Overseas Assembly
To examine the role of international competition in outsourcing production decisions, I study the decisions of producers who used the U.S. Overseas Assembly Program (OAP) to conduct assembly operations in developing countries. The evidence, which is based on U.S. OAP imports between 1991 to 2000, shows that production costs and corporate tax policies both shaped production decisions. While incr...
متن کامل