- Title
- Technology adoption in South African call centres
- Creator
- Jonker, Yvette
- Subject
- Call centers -- Technological innovations
- Subject
- Telecommunication
- Subject
- Technology -- Research
- Date Issued
- 2025-04
- Date
- 2025-04
- Type
- Master's theses
- Type
- text
- Identifier
- http://hdl.handle.net/10948/72779
- Identifier
- vital:79262
- Description
- Technology adoption is important in the evolution of call centres, where the focus is on automation with minimal human intervention. This study explores the key drivers influencing the adoption of technology in South African call centres. Using the Unified Theory of Acceptance and Use of Technology (UTAUT) framework, the research analyses the constructs of performance expectancy, effort expectancy, social influence and facilitating conditions. It also looks at specifically the call centre environment, concentrating on the challenges and opportunities available due to technological integration. Data were collected through an online questionnaire distributed to call centre employees, yielding a sample of 141 for statistical analysis. Exploratory factor analysis and multivariate techniques were used to identify relationships between the independent factors and the behavioural intention to adopt new technologies. The findings show that performance expectancy and perceived usefulness are the most significant drivers of technology adoption, followed by effort expectancy and facilitating conditions. Social influence appeared as an important mediator, specifically in environments where management plays a dominant role in driving technology adoption. The study's results contribute to theoretical and practical fields. Theoretically, it extends the application of UTAUT by incorporating insights into the unique behavioural and infrastructural challenges of developing economies. Practically, the research gives recommendations for call centre managers, including specific training, increased technical support and strategies to address resistance to change. These insights are relevant for call centres wanting to improve efficiency, employee satisfaction and customer service through effective technological integration. This study supplements existing literature on technology adoption, focusing on the call centre industry. It provides a foundation for future studies and offers a guideline for companies seeking to optimise adopting and implementing new technologies in call centres.
- Description
- Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2025
- Format
- computer
- Format
- online resource
- Format
- application/pdf
- Format
- 1 online resource (143 pages)
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela University
- Rights
- All Rights Reserved
- Rights
- Open Access
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- Visitors: 5
- Downloads: 1
Collections
NMU Business School
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | JONKER, Y.pdf | 2 MB | Adobe Acrobat PDF | View Details Download |