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South Africa’s BPO Service Advantage

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Cover of 'South Africa’s BPO Service Advantage'

Table of Contents

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    Book Overview
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    Chapter 1 The Global BPO Market: South Africa in Context
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    Chapter 2 Country Attractiveness: International Comparisons
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    Chapter 3 South Africa BPO: Performance and Prospects 2011–18
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    Chapter 4 In Their Own Words
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    Chapter 5 South Africa BPO Case Studies: An Overview
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    Chapter 6 Case One: British Gas Selects WNS South Africa for Call Centre Services
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    Chapter 7 Case Two: From Down Under to Over Yonder — iiNet and Merchants
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    Chapter 8 Cases Three and Four: Launch Pads and Landing Strips — Full Circle Navigates Two Newcomers to South Africa’s BPO Industry
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    Chapter 9 Case Five: TalkTalk and CCI Transform a Supplier into a Partner
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    Chapter 10 Case Six: Radiant Law Rethinks Legal Services
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    Chapter 11 Case Seven: The Value of South Africa’s Shared Service Centres
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    Chapter 12 Lessons and Conclusions
Attention for Chapter 4: In Their Own Words
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Chapter title
In Their Own Words
Chapter number 4
Book title
South Africa’s BPO Service Advantage
Published by
Palgrave Macmillan UK
DOI 10.1057/9781137474056_4
Book ISBNs
978-1-349-69273-6, 978-1-137-47405-6
Authors

Willcocks, Leslie P., Lacity, Mary C., Craig, Andrew

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