Offshoring of call center services: a comparison of brazilian, indian and south african options

  • Paulo Roberto Gião USP; FEA; Departamento de Administração; Programa de Pós-graduação
  • Moacir de Miranda Oliveira Júnior USP; FEA; Departamento de Administração
Keywords: Offshoring, Call Center, Internationalization

Abstract

The call center sector has made great progress worldwide, driven by advances in telecommunications and information technology as well as the need to provide customer service, often as required by regulating agencies. A strong international trend has been observed to offshore these services from developed to emergent countries. This trend was discussed with three objectives. The call center industry was first compared in developing countries, Brazil, India and South Africa based on critical variables. Then the prominent world role of India for offshoring of these services was investigated. Finally a search was made for reasons that distinguish Brazilian and Indian call centers based on relevant variables for offshoring. Primary data were collected by a survey and analyzed regarding 235 call center organizations in the three countries in question. These data are from the international survey, The Global Call Center Industry Project, conducted simultaneously in twenty countries on all continents.

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Published
2009-06-01
How to Cite
Gião, P., & Oliveira Júnior, M. (2009). Offshoring of call center services: a comparison of brazilian, indian and south african options . REGE Revista De Gestão, 16(2), 17-32. https://doi.org/10.5700/issn.2177-8736.rege.2009.36667
Section
Administração Geral