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.
Derakhshani, Saba and Hart, Mike, "Outsourcing Contact Centres to a Developing Country: A SWOT Analysis" (2010). AMCIS 2010 Proceedings. 2.