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Full text PDF available Keywords (from the repository) Call Centre Author Michael Simwaami Makondo Start Over

1. The Impact of Outsourcing the Call Centre Services on Customer Experience

Michael Simwaami Makondo

2022·ZCAS University

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...

Outsourcing Call Centre MTN Zambia Impact Customer experience

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