n Ergonomics SA : Journal of the Ergonomics Society of South Africa - Editorial

Volume 19, Issue 2
  • ISSN : 1010-2728



Call centres have been variously portrayed as an organisational cure-all - a one stop solution to an organisation's total customer service, communication and marketing needs - and, from an employee's perspective the workplace equivalent of Dante's inferno - a hellish work environment characterised by high levels of disempowerment with concomitant high levels of disaffection. The articles selected for this Special Call Centre Edition of Ergonomics SA present a far more complex view of call centres than these polar opposite portrayals allow. While the phenomenal growth in call centres both internationally and in South Africa is testament to the benefits call centres offer organisations, the article by Greenblatt in this edition, depicting call centre design from a practitioner's perspective, points to the complexity inherent in choosing a call centre as a business solution for an organisation.

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