The concept of interoperability in call centres and its associated benefits

Abstract

Background: Call centres, operating for over two decades and using human agents or self-help options, remain essential in customer service but struggle with fragmented information systems. Staff often lack integrated client profiles and critical information, relying on multiple platforms that hinder efficient customer service.
Objectives: This study aimed to explore interoperability in call centres and analyse its operational benefits.
Method: A qualitative methodology was used, with semi-structured interviews and focus groups involving 16 participants comprising frontline staff, managers, and support staff from two call centres. Content analysis identified key themes from transcribed recordings.
Results: Key themes highlighted challenges in information management and its negative impact on customer service, brand credibility, and revenue. Effective information access proved crucial for maintaining service quality and reputation.
Conclusion: The study emphasises the need for an interoperable technology landscape to enable seamless, real-time information sharing within call centres.
Contribution: The study highlights challenges in providing information to frontline call centre staff and assists corporate and governmental organisations in developing strategies related to information management and technology architecture. This research aids organisations in developing better information management and technology strategies. Future studies could compare South Africa’s interoperability with other developing nations or examine integration impacts on staff.