M.Comm. (Business Management) / The statement at the core of the thesis is that the success of the call centre depends on a strategic benefits model. The search for the proof will be conducted within the systems theory framework. The call centre is depicted as a micro system of the bigger organisation. This micro system is influenced by external factors. Factors that are external to the organisation and factors that are external to the call centre but forms part of the rest of the organisation. Systems have internal processes that deliver specific outputs, therefore the saying that the system is perfectly engineered for the results it achieves. The call centre has internal processes to deliver certain outputs. This study tries to identify what internal processes will have an impact on a strategic benefits model for the success of the call centre. 3 Systems theory is known to have feedback loops. The call centre operation should have similar feedback loops. Call centre feedback is received from three different perspectives, that of the customer, the employees and management. The study concludes by indicating how the benefits model ensures the success of the call centre. The primary objective of the study is to determine if the success of the call centre depends on a strategic benefits model. The secondary objectives of the study are to: • Develop a model that can be used for the design, assessment and running of the call centre, • Determine which factors influence the functioning of a call centre operation, • Determine the impact of the call centre on meeting customer expectations, • Develop a measure for call centre benefits. The elements of such a strategic benefits model had to be described for the analysis.

A research report submitted in partial fulfillment of the requirements for the degree of Master of Science in Mathematical Statistics, School of Statistics and Actuarial Science to the Faculty of Science University of Witwatersrand, 2019 / In this work, an investigation into the problem of optimising the operations of a call center is done. The call arrival process is explored and found to be a non-homogeneous Poisson process with arrival rate that is a piece-wise constant function. The call service times are found to possibly be lognormally distributed. The use of well-known queuing models such as the Erlang A, B and C in modeling a call center’s operations with the ultimate goal of determining optimal number of agents needed to obtain an agreed upon targeted service level (SL) threshold is discussed. The target SL involves answering between 85% - 90% of all incoming calls within 15 /30 seconds as per industry norms. / TL (2020)

Thesis (MComm)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: The increasing demand for client-services in a highly competitive business environment has resulted in a substantial increase in the number of call centres in South Africa and worldwide (Carrim, Basson & Coetzee, 2006). Within the call centre industry, turnover intentions have been identified as one of the most pressing problems in terms of cost and productivity. This research suggests that the exploration and then the alteration of job resources and job demands will help elicit factors that foster engagement and will help lessen and/or alleviate burnout experiences. This in turn will help to decrease turnover intentions in the South African call centre industry. This research attempts to investigate the proposed relationships between the constructs in a structural model. The literature review defines turnover, turnover intention, engagement, burnout as well as job demands and job resources, using the Job Demands- Resources model. It also discusses the importance for organisations to understand employees’ turnover intentions. The literature review aims to portray that there are relationships between the five constructs. The current research was conducted in 5 inbound/outbound South African call centres. The sample was comprised of 122 participants and a non-probability sampling technique, convenience sampling was utilized. A self-developed Biographical Questionnaire, the Utrecht Work Engagement Scale (UWES) and the Maslach Burnout Inventory Questionnaire (MBI) were used as measuring instruments. Job demands and job resources using the Work Design Questionnaire (WDQ) by Morgeson and Humphrey (2006) were used as well as a Turnover Intentions Questionnaire developed by Roodt (2004) cited in Adam and Roodt (2008). A reliability analysis was done to assess the measurement properties of the respective measures, and all scales showed highly acceptable reliability. The data wereanalysed using the soft approach to Structural Equation Modeling that is Partial least squares path modeling. The results indicate that all of the relationships tested are significant. A model testing engagement and burnout as mediators were also investigated. Both relationships were insignificant hence engagement is a mediator between job resources and intention to quit and burnout a mediator between job demands and intention to quit. This was also confirmed by two separate Sobel tests (Sobel, 1982). This study adds to existing literature on job resources, job demands, engagement, burnout and intention to quit by providing insights into the relationships among these constructs. This study also provides call centres with valuable information for the development and/or alterations of working conditions aimed at mitigating turnover behavior and maximizing organizational outcomes through an engaged workforce. / AFRIKAANSE OPSOMMING: Die toenemende vraag na kliënt-dienste, in 'n hoogs mededingende sakeomgewing, het gelei tot 'n aansienlike toename in die aantal van oproep-diens sentrums in Suid-Afrika asook die wêreld (Carrim, Basson & Coetzee, 2006). Intensie om te bedank is geïdentifiseer as een van die mees dringende probleme in terme van koste en produktiwiteit, binne oproepsentrums. Hierdie navorsing dui daarop dat die eksplorasie en die verandering van werkbronne met betrekking tot die werksomgewing en werkvereistes; sal faktore ontlok wat kan aanleiding gee tot die verbintenis betrokkenheid van personnel, en sal ook help om uitbranding ervarings te verminder of om te verlaag. Dit op sy beurt sal meerbring dat intensie om te bedank dus verlaag word binne die Suid-Afrikaanse oproepsentrum-bedryf. Hierdie navorsing poog om die voorgestelde verwantskap tussen die konstrukte in 'n strukturele model te ondersoek. Die literatuuroorsig definieer omset, intensie om te bedank, verbetenis, uitbranding sowel as werkvereistes en werkbronne, met die hulp van die werk-eise model. Dit bespreek ook die belangrikheid vir organisasies om werknemer omset bedoelings te verstaan. Die literatuuroorsig poog om die verwantskap tussen die vyf konstrukte te illustreer. Die huidige navorsing was gedoen by 5 inkomende/uitgaande Suid- Afrikaanse oproepsentrums. Eenhonderd twee en twintig (122) deelnemers was in die navorsing gebruik en 'n nie-waarskynlikheidsteekproefneming tegniek, gerieflikheidsteekproef was benut. 'n Self-ontwikkelde biografiese vraelys, die Utrecht Werksbegeesteringskaal (UWES) en die Maslach Uitbrandingsvraelys (MBI) was as meetinstrumente gebruik. Werkvereiste en werkbronne was gemeet deur die werk Ontwerp vraelys (WDQ) wat deur Morgeson en Humphrey (2006) ontwikkel is, addisioneel tot die voorafgaande was omset bedoelings vraelyste wat deur Roodt (2004) ontwikkel is soos aangehaal in Adam en Roodt (2008). 'n Betroubaarheid analise is gedoen om die meting eienskappe van die onderskeie maatreëls te evalueer, en daar is bevind dat al die skale hoogs aanvaarbare betroubaarheid toon. Die data is ontleed met gebruik van die sagte benadering tot strukturele vergelykingsmodellering wat PLS modellering. Die resultate dui daarop dat al die verhoudings wat getoets was betekenisvol is. 'n Model toets verbintenis en uitbranding as bemiddelaar is ook ondersoek. Beide verhoudings was onbeduldende daarom is verbintenis ‘n bemiddelaar tussen werkbronne en voorneme om te bedank en uitbranding 'n bemiddelaar tussen werk eise en intensie om te bedank. Dit is ook bevestig deur twee afsonderlike Sobel toetse (Sobel, 1982). Hierdie studie dra by tot die bestaande literatuur oor werkbronne, werkwerkvereistes, uitbranding en intensie om op te bedank deur die verskaffing van insigte in die verhoudings tussen hierdie konstrukte. Hierdie studie bied ook vir oproepdiens-sentrums waardevolle inligting vir die ontwikkeling en/of verandering van werksomstandighede wat daarop gemik is om die veranderende opset van omset gedrag en om optimale uitkoms van verandering vir die organisasie deur 'n betrokke werksmag te benut.

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2009. / This study provides a comprehensive overview of challenges and obstacles that are caused by high telecommunications costs within the callcentre industry in Cape Town, South Africa. This study couldn't have come at a better time considering the current turbulent economic circumstances around the world. The study focuses on key areas such as, growth, profitability, employment creation and sustainability of callcentres. In order to fulfil research requirements, primary data was collected by using a quantitative data collection approach in the form of questionnaires and interviews. Results indicate that the biggest obstacle to growth within the callcentre industry in the Western Cape, is high telecommunications costs. The study recommends that our Government should intervene through its communications departments as means to reduce current telecommunications costs. Callcentres should also explore use of new telecommunications technology, namely VoIP. A solution to the high telecommunications costs will not only benefit the callcentre industry but the entire country through foreign direct investments, job creation and poverty alleviation. This will result into true empowerment of our society.

Thesis (MA (Industrial Psychology))--University of Stellenbosch, 2007. / Overview of previous work: Previous research on call centres has identified the inherent stressful nature of the call centre agent job. In fact researchers have gone so far as to name call centres ‘sweatshops of the new millennium’, (Crome, 1998; Fernie, 1998). Comparative studies between human service work and burnout have often featured in current literature as have studies concerning the correlations between call centre work and job satisfaction, the effects of shift work, and stress in the call centre environment. Purpose: However, the purpose of this study, avoiding a comparative approach, is to focus on one organisation in particular, in order to assess the varied work dysfunctions present in its call centre. The study is particularly important in the light of the proposed development of the call centre industry in South Africa at this time. A more comprehensive understanding therefore, of the pitfalls of call centre work, would be beneficial to those currently running call centres as well as those planning their implementation. At the outset, stress was considered a pivotal dysfunction within the call centre, from which other maladies often ensued such as substance abuse, depression and eating pattern disruptions. Work challenges too, manifest in the field data, namely insufficient training and managerial / system problems. The research therefore includes the exploration of these factors serving to highlight both the more socio-cultural and emotional issues, as well as on-the-job grievances encountered by call centre agents. Design / methodology / approach: Owing to the exploratory nature of the study, a focus group methodology was used, allowing for in-depth qualitative research which catered for a far reaching and comprehensive understanding of current work issues. As the study concerns only call centre agents, the roles of supervisors and managers were not included. The sample comprised four different groups, of randomly selected call centre agents, with a total of 27 participants. Demographics revealed male and female participants of differing marital status, educational qualifications, but with tenure at a call centre between 2 and 6 years, and aged between 20 and 40 years. Findings: Support was found for the following dysfunctions in the process, with stress as primary harbinger of other dysfunctions, many exacerbated by the stressful nature of shift work, and the resultant work-life imbalance. Stresses encountered due to ineffective systems, training processes, and call centre management were also significant. On a positive note, of interest was the unanimous agreement that within this particular field study, workspace ergonomic considerations were thought not to add to call centre dysfunction. Research limitations / implications: Even though four groups from two different call centres were observed, they were part of the same organisation, in Cape Town in the Western Cape. In this way commonalities in terms of reactions to systems, policies etc were thought likely to be similar, however owing to the shift work nature of call centres through out South Africa, it is believed that significant correlations could be determined, in any organisation. A comparative study across various differing organisations and locations therefore could be investigated. Originality / value: Owing to the very stressful nature of call centre work, the focus groups revealed themselves to be cathartic in nature as participants thoroughly embraced the process, and personal experiences were often disclosed by participants which facilitated realistic discussions. In this way, meaningful qualitative data was collected, and can be used to ameliorate current call centre conditions, and to allow better planning for future implementation. Furthermore, the research has exposed a number of further study options, as e.g. owing to their significance, each dysfunction could be investigated further and covered individually in separate research papers, as could the role in management, and training within the call centre milieu.

Thesis (MA.)--University of Stellenbosch, 2001. / ENGLISH ABSTRACT: Worldwide call centres are being used by organisations to provide services and products to their clients in an immediate, interactive and cost-effective way. Taking into consideration the characteristics of call centres, the important contribution they make to the economical success of present day organisations, as well as the demands that this environment makes on employees, the question arises whether emotional intelligence is related to performance in call centres. A literature study of the nature and extent of emotional intelligence, with specific reference to the workplace, was carried out. Focus was further placed on call centres and the influence emotional competencies have on success in this environment. Emotional intelligence is conceptualised, as competencies that may enable individuals to use emotions to their advantage to achieve desired outcomes. In the literature emotional intelligence is regarded as a factor that influences an individual's performance. The primary goal of this study was to determine whether there is a relationship between emotional intelligence and performance in the call centre environment. The sample in this study is compiled of 135 call centre agents, working respectively in client service, sales and administrative environments, in a life assurance company. A questionnaire consisting of biographical items, the "Emotional Competency Inventory" and a performance rating, was used to obtain the necessary data from the subjects. rThe results of this study revealed that a statistically significant and positive correlation exists between emotional intelligence and performance in call centres. No statistical significant difference was found between the correlation of emotional intelligence and performance in the respective call centre environments of client service, sales and administration. A positive and statistically significant correlation was found between performance and the four areas of emotional intelligence, namely self-awareness, self-management, social awareness and social skills. With regard to the mean scores of emotional intelligence and performance, the results of the study suggest no statistically significant difference between the respective call centre environments. It was also established which combination of emotional competencies serves as best predictors of performance in the call centre environment. The main objectives of this study were successfully achieved. General conclusions and possible explanations for the above-mentioned findings are presented. Finally the implementation value of the study is discussed and recommendations for future research are made. / AFRIKAANSE OPSOMMING: Oproepsentrums word wereldwyd deur organisasies aangewend om hul kliente op 'n onmiddellike, interaktiewe en koste-effektiewe wyse van dienste en produkte te voorsien. Teen die agtergrond van die kenmerke van oproepsentrums, die betekenisvolle bydrae wat dit tot die ekonomiese sukses van vandag se organisasies lewer, asook die eise wat hierdie omgewing aan werknemers stel, ontstaan die vraag of emosionele intelligensie met werksprestasie in oproepsentrums verb and hou. 'n Literatuurstudie oor die aard en omvang van emosionele intelligensie, met spesifieke verwysing na die werksplek, is uitgevoer. Verder is op oproepsentrums en die invloed van emosionele bevoegdheid op die werksukses in hierdie omgewing gefokus. Emosionele intelligensie word gekonseptualiseer as bevoegdhede wat individue in staat mag stel om emosie tot hul voordeel aan te wend ten einde die verlangde uitkomste te bereik. Emosionele intelligensie word in die literatuur as 'n faktor wat 'n invloed op 'n persoon se werksprestasie kan he geidentifiseer. Die primere doelstelling van hierdie studie was om te bepaal of daar 'n verband tussen emosionele intelligensie en werksprestasie in die oproepsentrum-omgewing bestaan. Die steekproef in hierdie studie bestaan uit 135 oproepsentrum-agente in 'n lewensversekeringsmaatskappy wat onderskeidelik in klientediens, verkoops- en administratiewe omgewings werksaam is. Daar is van 'n vraelys bestaande uit biografiese items, die "Emotional Competency Inventory" en 'n werksprestasietelling, gebruik gemaak om die nodige inligting van die proefpersone te bekom. Die resultate van hierdie ondersoek toon dat daar 'n statisties beduidende en positiewe verband tussen emosionele intelligensie en werksprestasie in oproepsentrums bestaan. Geen statisties beduidende verskil is aangetref tussen die korrelasies van emosionele intelligensie en werksprestasie in die onderskeie oproepsentrum-omgewings, naamIik klientediens, verkope en administrasie, nie. 'n Positiewe en statisties beduidende verb and is gevind tussen werksprestasie en die vier areas van emosionele intelligensie, naamlik selfbewussyn, selfbestuur, sosiale bewussyn en sosiale vaardigheid. Ten opsigte van die gemiddelde tellings van emosionele intelligensie en werksprestasie dui die resultate van die studie op geen statisties beduidende verskille in die onderskeie oproepsentrurn-omgewings rue. Verder is vasgestel watter kombinasie van emosionele bevoegdhede as die beste voorspellers van werksprestasie in die oproepsentrum-omgewing funksioneer. Die vemaamste doelstellings van hierdie studie IS suksesvol bereik. Algemene gevolgtrekkings en moontlike verklarings vir bogenoemde bevindings word aangebied. Laastens word die implementeringswaarde van die studie bespreek en aanbevelings vir verdere navorsing gedoen.

Thesis submitted in fulfilment of the requirements for the degree Master of Technology: Business Administration in the Faculty of Business at the Cape Peninsula University of Technology 2014 / Call centres have become an important source for organisations to provide efficient information to their customers through cost-effective communication channels. Call centres are defined as a work environment in which the main business is mediated by computer- and telephone-based technologies that allow the effective distribution of incoming calls to available staff, and permit customer–employee communication simultaneously with the use of display screen equipment (DSE) and instant access to information. Working in a call centre is often linked with high stress levels, difficult customers, shift work, high workload demand, absenteeism and high employee turnover rates. The work characteristics of call centres include performance targets where employees are required to achieve set targets, undergo close performance monitoring, performance appraisal systems, limited task variation, repetitive work and limited autonomy. The physical environment in the call centre is often associated with open-plan office layouts and booths where noise levels and workstations are positioned in close proximity to each other. Wellbeing in call centres has become a concern and the research was undertaken to establish what effects the working environment (physical environment and job characteristics) in call centres in the Cape Metropole has on the wellbeing of call centre agents. A quantitative research method was employed in the study. A structured questionnaire was distributed via SurveyMonkey® to call centre agents from four participating call centres in the Cape Metropole. The combined target population of the four call centres was 760. A sample size of 200 was determined by using the Raosoft Incorporated® calculation tool. Although the aforesaid sample size sufficed, a response rate of 275 was received. Questions relating to job characteristics and significance of the work were based on the Job Diagnostic Survey by Hackman and Oldham. Social support questions were based on the instrument developed by Caplan, Cobb, French, Van Harrison & Pinneau in 1975. Job demand questions were based on the instrument developed by Karasek in 1979, and only the section on job demand was used. Performance monitoring and physical work environment were measured by using the questions based on these variables by Sprigg et al in 2003. Emotional wellbeing questions relating to burnout were measured using the Oldenburg Burnout Inventory. The wellbeing questions relating to vocal health, optical health and auditory health were based on the questionnaires developed by Sprigg et al. in 2003. General health was measured using the “Somatic Complaints” section of the NIOSH Generic Job Stress Questionnaire. Musculoskeletal health problems were measured using the Cornell Musculoskeletal Discomfort Questionnaire (CMDQ) developed by Hedge in 1994. Research question 1 addressed the gender perceptions of job characteristics, physical work environment and emotional and physical wellbeing. A T-test was conducted to answer the research question and the results revealed that there was no significant difference in gender perception on job characteristics; however there was a significant difference in perception of the physical work environment and wellbeing. Research question 2 addressed whether there is a significant difference in emotional and physical wellbeing experienced by call centre agents from various industries. A MANOVA analysis was conducted to determine the significance in industries, p = .015, and an ANOVA analysis was conducted that revealed agents working in the online retail as well as financial service industries were more likely to experience disengagement, p = .035. Research question 3 addressed the factors in the workplace environment that contribute to emotional and physical wellbeing problems. An ANOVA analysis was conducted and the results revealed lack of skills variety, p = .014, contributes to exhaustion; lack of autonomy, p = .040, contributes to disengagement; lack of supervisor support, p = .009, contributes to exhaustion, job demands, p = .000, contribute to exhaustion, performance monitoring, p = .036, contributes to exhaustion; and workstation layout, p = .001, contributes to auditory health problems. Research question 4 addressed whether there is a significant relationship between job characteristics, physical work environment and wellbeing. A Pearson correlation analysis was conducted and the results revealed that there is a significant relationship between job characteristics, physical work environment, and wellbeing. It can be concluded that the workplace environment does have an impact on the wellbeing of call centre agents in the Cape Metropole. It is imperative that the management of call centres understand the nature of the job and how the physical environment contributes to job stress; burnout; vocal, auditory, and optical health problems; and musculoskeletal disorders. The researcher recognises that there are essential job characteristics associated with call centre work but that there are elements of the job that can be redesigned to improve the wellbeing of call centre agents. It is recommended that management implement interventions which will redesign those elements within the workplace environment that contribute to wellbeing issues. The findings of this study add to existing literature and knowledge of the workplace environment and wellbeing of call centre agents.

Thesis (MTech (Business Administration))-- Cape Peninsula University of Technology, 2009 / A quantitative research study was conducted in order to obtain insight and knowledge of the perceptions of management with regard to changes taking place within the Financial Services Sector (FSS). The call centre at Sanlam Head Office in Bellville was used as a case study, and focus was primarily with first line managers at the call centre. The motivation for the study stemmed from the researcher’s experience within the FSS coupled with introduction of legislation for financial service providers. The ultimate objective of the study is to provide generic guidelines of how managers should respond to change on various and different levels and to equip managers with tools to apply during change phases and cycles within the organization. The literature review covers areas that releates to how managers responded to change in areas of leadership, culture, structure and legislation. Changes in these four areas were researched from different authors that specialize in organizational development, leadership development, organizational change and legislation. These ideas and perspectives from a range of South African and international writers gave the researcher an opportunity to conceptualize change, in general, and to provide a clearer understanding of generic competencies that are required to deal with it. Some models of how to deal with resistance to change and key success factors in dealing with it, are discussed. The researcher elected to work with managers at the Sanlam call centre, since they experience and are directly exposed to implementation of change at grassroots level. Results of the research confirm that dealing with change is a challenging experience for managers. A participatory management approach will result in less resistance from employees. The investigation also recommends that deciding on a vision with all key role players is not a once-off occurrence, but should be revisited, realigned and adjusted as the need arises within the organization. Furthermore, the results confirm that soft skill training and development such as conflict and diversity management should be implemented during the diversity and the changing face of the workplace. The main objective and recommendation is that managers should relook and revisit their management styles, involve all role players during decision making processes, and value and appreciate employee’s inputs and ideas.