Paper Title
Customers’ Perception of an Outsourced Telecommunications Call Center- A South African Case Study

Abstract
The purpose of this article is to understand customer perceptions of the outsourcing of the inbound Call Centers at a major telecommunications company. The findings indicate a structured approach towards an outsourcing model needs to be followed if the company’s customer experience is to be improved. Such an approach must be based on the company’s overall strategy, its core competence and both qualitative and quantitative performance measures with sound risk analysis. This research will be useful to the telecommunications company which made the decision to outsource its Call Center and the effects that such a decision could have on customer satisfaction. Key words - Customer service; service experience; call center; first-call response; tele-communications.