The Impact of Outsourcing the Call Centre Services on Customer Experience: A Case Study of MTN Zambia Limited

Abstract

The Research sought to evaluate the impact of outsourcing call centre service with main focus on customer experience with specific reference to MTN Zambia Limited in Lusaka District, Zambia. The study was qualitative in nature employing the inductive approach, interpretivism philosophy and case study strategy. The data primarily collated in the dissertation has its source through the self-use of questionnaires that were administered to fifty (50) customers including the staff of MTN Zambia. The secondary data was collected from credible sources such as books, journal articles and some online sources from credible search engines such as Google scholars among others. The data collected was analysed using the statistical package for social sciences (SPSS) to draw charts for ease of interpretations. The Research concludes and recommends that there is an outsourcing relationship that Call Centre services and customer relationship closely work together in that if there is a compromise on the service by the outsourced company, this may have negative consequences on the customer with regard to repeat business as most customers may end up switching to other service providers. Further, the compromised service may also not realise the expected benefits of cost saving. It is therefore imperative that in addition to the already existing controls at MTN with regard to assessment of bidders for call centre services must be rigorous on ensuring that routine reports are made available by the outsourced company at prescribed intervals to assess whether they are still on track or not and how exceptional issues or problems can be addressed. Further, the board in liaison with the company shareholders must ensure that this is prioritised and discussed proactively to avoid any challenges and/or problems