Exploring the current status of call centre offshoring research : a research agenda and future directions

Submit research Contact DRO

DRO

Exploring the current status of call centre offshoring research : a research agenda and future directions

Jeong, Jongkil, Bekmamedova, Nargiza and Kurnia, Sherah 2012, Exploring the current status of call centre offshoring research : a research agenda and future directions, in ACIS 2012 : Location, location, location : Proceedings of the 23rd Australasian Conference on Information Systems 2012, ACIS, [Geelong, Vic.], pp. 1-10.

Attached Files
Name			Description	MIMEType		Size	Downloads
jeong-exploringthecurrent-2012.pdf			Published version		application/pdf	131.54KB	1786

Title	Exploring the current status of call centre offshoring research : a research agenda and future directions
Author(s)	Jeong, Jongkil Bekmamedova, Nargiza Kurnia, Sherah
Conference name	Australasian Conference on Information Systems (23rd : 2012 : Geelong, Victoria)
Conference location	Geelong, Victoria
Conference dates	3-5 Dec. 2012
Title of proceedings	ACIS 2012 : Location, location, location : Proceedings of the 23rd Australasian Conference on Information Systems 2012
Editor(s)	Lamp, John orcid.org/0000-0003-1891-0400
Publication date	2012
Conference series	Australasian Conference on Information Systems
Start page	1
End page	10
Total pages	10
Publisher	ACIS
Place of publication	[Geelong, Vic.]
Keyword(s)	call centre offshoring business process outsourcing socio-cultural elements literature review
Summary	Call centres have become an important and growing part of the service industry, enabling firms to provide better customer service, extend sales capabilities and manage customer relationships. However, the methods taken by firms around recruitment, training and management of overseas call centre agents have been far more complex, leading to high failure rates with Call Centre Offshoring (CCO) practices. To better understand the current CCO practices, this study reviews a current research status. Through a literature review, we identified a number of themes spanning across disciplines related to CCO. We found that the current literature lacked of understanding of socio-cultural elements such as trust, language, communication, national and organisational culture that positively influenced the stakeholder relationships. We argue that a common link can be established among CCO-related studies across disciplines when approaching the topic from a socio-cultural perspective. Our findings discuss the implications and provide a useful reference for future CCO-related studies.
Notes	Reproduced with the kind permission of the copyright owner.
Language	eng
Field of Research	089999 Information and Computing Sciences not elsewhere classified
Socio Economic Objective	970108 Expanding Knowledge in the Information and Computing Sciences
Related work	DU:30049020
Copyright notice	©2012, The Authors/ACIS
Free to Read?	Yes
Persistent URL	http://hdl.handle.net/10536/DRO/DU:30049083

Document type:	Conference Paper
Collections:	ACIS : Proceedings of the 23rd Australasian Conference on Information Systems 2012 Open Access Collection


Link to Related Work
Wikis : transactive memory systems in digital form Conference Paper (deposited 26-10-2012) ACIS 2012 : Location, location, location : Proceedings of the 23rd Australasian Conference on Information Systems 2012 Conference, Exhibition or Event (deposited 23-10-2012) Analysing business processes to manage and resolve strategic issues in a manufacturing business Conference Paper (deposited 26-10-2012) The relevance of perspectivism to the task of modularisation in ontology development Conference Paper (deposited 26-10-2012) Re-composing the elephant' : bringing the big picture back into IS research Conference Paper (deposited 26-10-2012) Creating value in an introductory business IS and IT unit Conference Paper (deposited 26-10-2012) KM value creation : evidence from a case Conference Paper (deposited 26-10-2012) Profile information and business outcomes of providers in electronic service marketplaces : an empirical investigation Conference Paper (deposited 26-10-2012) A typology for business transformations (research in progress) Conference Paper (deposited 26-10-2012) Social media in disaster response : Queensland Police Service - public engagement during the 2011 floods Conference Paper (deposited 26-10-2012) Adoption of social media in Victorian local governments Conference Paper (deposited 26-10-2012) Internal organizational factors influencing sustainable implementation of information systems : experiences from a local government in Indonesia Conference Paper (deposited 26-10-2012) The impact of strategy on business analytics success Conference Paper (deposited 26-10-2012) Identity and self-presentation : from a representational to a performative lens in studying social media engagement in organisations Conference Paper (deposited 26-10-2012) Enterprise social networking in knowledge-intensive work practices : a case study in a professional service firm Conference Paper (deposited 26-10-2012) Patent management and social software Conference Paper (deposited 26-10-2012) Individually tailored client-focused reports for ubiquitous devices : an experimental analysis Conference Paper (deposited 26-10-2012) Multiple perspectives framework to model complex processes Conference Paper (deposited 26-10-2012) Power and discourse in information systems practice : a narrative research method Conference Paper (deposited 26-10-2012) Towards a business analytics capability maturity model Conference Paper (deposited 26-10-2012) IT consultants' voluntary contract termination - a psychological contract perspective Conference Paper (deposited 26-10-2012) Information systems development projects as complex adaptive systems Conference Paper (deposited 26-10-2012) A theory of change framework for developing cross-faculty programs : an information systems perspective Conference Paper (deposited 26-10-2012) A model for enhancing empowerment in farmers using mobile based information system Conference Paper (deposited 26-10-2012) Identifying the determinants of e-learning service delivery quality Conference Paper (deposited 26-10-2012) What drives the adoption of electronic markets in Australian small-and-medium sized enterprises? – an empirical study Conference Paper (deposited 26-10-2012) Who is more susceptible to phishing emails?: a Saudi Arabian study Conference Paper (deposited 26-10-2012) How organisations know what they know : a survey of knowledge identification methods among Australian organisations Conference Paper (deposited 26-10-2012) Supporting emotion communication in information systems Conference Paper (deposited 26-10-2012) The effects of website quality on adoption of e-government service : an empirical study applying UTAUT model using SEM Conference Paper (deposited 26-10-2012) Global positioning systems in the AFL : worthwhile or waste of time? Conference Paper (deposited 26-10-2012) A taxonomy of dependencies in agile software development Conference Paper (deposited 26-10-2012) Becoming an analytics-based organisation : strategic agency in the change process in a retail organisation Conference Paper (deposited 26-10-2012) Potentials of social media for tacit knowledge sharing amongst physicians : preliminary findings Conference Paper (deposited 26-10-2012) Exploring the current status of call centre offshoring research : a research agenda and future directions Conference Paper (deposited 26-10-2012) A comprehensive IS-enabled framework and IS research agenda to improve contributions to environmental sustainability by universities Conference Paper (deposited 26-10-2012) A model to select processes for IT service management improvement Conference Paper (deposited 26-10-2012) Transfer of electronic commerce trust between brick-and-mortar and online business environments Conference Paper (deposited 26-10-2012) A critical evaluation and comparison of two formative measures of system quality using criterion variables Conference Paper (deposited 26-10-2012) Understanding data quality issues in dynamic organisational environments – a literature review Conference Paper (deposited 26-10-2012) Regional integration 2.0 : facilitating regional integration and development with collaborative technologies Conference Paper (deposited 26-10-2012) Current trends in product lifecycle management Conference Paper (deposited 26-10-2012) State of multilevel research perspective in the information systems discipline Conference Paper (deposited 26-10-2012) IT governance framework for e-government Conference Paper (deposited 26-10-2012) Towards using ICT to enhance flow of information to aid farmer sustainability in Sri Lanka Conference Paper (deposited 26-10-2012) The view from the trenches : satisfaction with eHealth systems by a group of health professionals Conference Paper (deposited 26-10-2012) A similarity measure on tree structured business data Conference Paper (deposited 26-10-2012) Towards a semantic quality based approach for business process models improvement Conference Paper (deposited 26-10-2012) Qualitative investigation of digital divide in Indonesia : toward a comprehensive framework Conference Paper (deposited 26-10-2012) Individuals' absorptive capacity in enterprise system assimilation Conference Paper (deposited 26-10-2012) How does contingent reward affect enterprise resource planning continuance intention? The role of contingent reward transactional leadership Conference Paper (deposited 26-10-2012) Feeding back and enhancing authentic learning in quality course assessment design : locating information systems education in rigorous educational research Conference Paper (deposited 26-10-2012) Making sense of business intelligence : proposing a socio-technical framework for improved decision making in not-for-profit organisations Conference Paper (deposited 26-10-2012) Adoption vs. usage of interactive white board technology by teachers in higher education institutions Conference Paper (deposited 26-10-2012) Student attention, engagement and participation in a Twitter-friendly classroom Conference Paper (deposited 26-10-2012) Power relations in IS projects – a critical review and a new research agenda Conference Paper (deposited 26-10-2012) Interplaying user roles in e-government design : a participatory good governance perspective Conference Paper (deposited 26-10-2012) Information technology competencies for Malaysian accountants – an academic's perspective Conference Paper (deposited 26-10-2012) Twitter tsunami early warning network : a social network analysis of Twitter information flows Conference Paper (deposited 26-10-2012) Co-evolution path model : how enterprises as complex systems survive on the edge of chaos Conference Paper (deposited 26-10-2012) The relationship between knowledge management strategic orientation and business strategic orientation among SMEs Conference Paper (deposited 26-10-2012) What drives the end user to build a feral information system? Conference Paper (deposited 26-10-2012) Aligning global business information with ERP systems for improved performance Conference Paper (deposited 26-10-2012) Information quality assessment in Korean manufacturing organization Conference Paper (deposited 26-10-2012) Predicting the acceptance of unit guide information systems Conference Paper (deposited 26-10-2012) Estimating non-response bias in a web-based survey of technology acceptance : a case study of unit guide information systems Conference Paper (deposited 26-10-2012) Visualizing the core-periphery distinction in theory domains Conference Paper (deposited 26-10-2012) Framework for a Residential Energy Information System (REMIS) to promote energy efficient behaviour in residential energy end users Conference Paper (deposited 26-10-2012) Change implementers’ resistance : considering power and resistance in IT implementation projects Conference Paper (deposited 26-10-2012) Global software development : measuring, approximating and reducing the complexity of global software development using extended axiomatic design theory Conference Paper (deposited 26-10-2012) The moderating influence of device characteristics and usage on user acceptance of Smart Mobile Devices Conference Paper (deposited 26-10-2012) Impact of personalized recommendation and social comparison on learning behaviours and outcomes Conference Paper (deposited 26-10-2012) Exploring the use of enterprise content management systems in different types of Organisations Conference Paper (deposited 26-10-2012) Methods of usability evaluations of mobile devices Conference Paper (deposited 26-10-2012) Active data-centric framework for data protection in cloud environment Conference Paper (deposited 26-10-2012) Implementing green business processes : the importance of functional affordances of information systems Conference Paper (deposited 26-10-2012) Supporting personalised content management in smart health information portals Conference Paper (deposited 26-10-2012) Eureka moments in research : exploring abductive processes using four case examples Conference Paper (deposited 26-10-2012) Integrating online social networks with e-commerce : a CBR approach Conference Paper (deposited 26-10-2012) IS discipline in the IT services land : an exploratory study of IS in India Conference Paper (deposited 26-10-2012) Motivation-based IS evaluation strategy : a perspective of marketing information systems Conference Paper (deposited 26-10-2012) Patient and business rules extraction and formalisation using SVN and SBVR for automated healthcare Conference Paper (deposited 26-10-2012) Banking on ICT : how the Tuvalu financial services industry benefits from investment in ICT Conference Paper (deposited 26-10-2012) Assessing data quality issues in the Emergency Department through data and process mapping Conference Paper (deposited 26-10-2012) In what ways does policy on academic integrity, copyright and privacy need to respond in order to accommodate assessment with Web 2.0 tools? Conference Paper (deposited 26-10-2012) Strategic planning to build transformational preparedness : an application of enterprise architecture practice Conference Paper (deposited 26-10-2012) Locating frames of reference for information systems : a position paper Conference Paper (deposited 26-10-2012) Data warehouse design and legal visualization – the applicability of H2 for reporting Conference Paper (deposited 26-10-2012) A design pattern for responsible information systems education Conference Paper (deposited 26-10-2012) ICT to enhance the triangle of life : the soil, the seed, and the life-giver farmer Conference Paper (deposited 26-10-2012) Enabling innovation in information technology outsourcing : an empirical study Conference Paper (deposited 26-10-2012) The high seas (C’s) of music piracy in information systems : cost, convenience and choice Conference Paper (deposited 26-10-2012) Feral practices Conference Paper (deposited 26-10-2012) Health information technology governance : a perspective on investment decision processes Conference Paper (deposited 26-10-2012) The use of laptop computers in programming lectures Conference Paper (deposited 26-10-2012) Exploring the global and local networks of national information system integration initiatives : a case study of national cultural collection integration from an actor-network perspective Conference Paper (deposited 26-10-2012) A network analysis of IT governance practices : a case study of an IT centralisation project Conference Paper (deposited 26-10-2012) A preliminary evaluation of the use of graphic novels in teaching information systems Conference Paper (deposited 26-10-2012) Towards a better understanding of how effective IT governance leads to business value : a literature review and future research directions Conference Paper (deposited 26-10-2012) The tale of two cultures : differences in technology acceptance in Twitter usage Conference Paper (deposited 26-10-2012) Looking back to tomorrow : research, teaching and practice in IS Conference Paper (deposited 26-10-2012) Preliminary insights from a multiple case study on process modelling impact Conference Paper (deposited 26-10-2012) Community perception of mobile payment in e-Government services Conference Paper (deposited 26-10-2012) Concepts and factors influencing independent learning in IS higher education Conference Paper (deposited 26-10-2012) Crowdsourcing motivations in a not-for-profit GLAM context : the Australian newspapers digitisation program Conference Paper (deposited 26-10-2012) Understanding user participation in Australian Government tourism Facebook page Conference Paper (deposited 26-10-2012) A framework for inter-organizational knowledge sharing : managerial influences Conference Paper (deposited 26-10-2012) Business process affordances through the lens of activity theory Conference Paper (deposited 26-10-2012) Enterprise systems for innovation in products and processes : beyond operational efficiency Conference Paper (deposited 26-10-2012) Understanding the role of social media monitoring in generating external intelligence Conference Paper (deposited 26-10-2012) The impact of ITIL (information technology infrastructure library) recommended practices on the IT outsourcing relationship Conference Paper (deposited 26-10-2012) The impact of switching costs on the decision to retain or replace IT outsourcing vendors Conference Paper (deposited 26-10-2012) ICT alternative for primary care delivery in Indonesia : a proposal Conference Paper (deposited 26-10-2012) Applying King et al.'s taxonomy to frame the IS discipline's engagement in green IS discourse Conference Paper (deposited 26-10-2012) Industry and university perspectives of work integrated learning Programs in ICT Degrees Conference Paper (deposited 26-10-2012)

Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.

Citation counts:	Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar
Access Statistics:	3231 Abstract Views, 1786 File Downloads - Detailed Statistics
Created:	Fri, 26 Oct 2012, 11:25:43 EST

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.