n Management Today - Service quality : what drives call centre service quality in South Africa?
|Article Title||Service quality : what drives call centre service quality in South Africa?|
|© Publisher:||Richard Havenga & Associates|
|Publication Date||Mar 2006|
|Pages||35 - 36|
Extracted from text ... education Service quality: what drives call centre service quality in South Africa? Is there one key driver? In Soviet industry the overriding objective was quantity. In a way quantity as an objective was appropriate, even satisfactory, for customers who often had to wait in long queues for goods or years for a car. Service or quality was not really at the top of the priority list, you were lucky to get your Volga car after all, given that it took 30 times longer to make one compared to Japanese plants. With the collapse of the Soviet Union this changed ..
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