Virtual Work in Developing Countries: The Case of South African Call centers

Abstract

Virtual Call centers are increasingly becoming a new trend amongst organizations. However, this is not the case for most developing countries. This study explores the virtual call center phenomenon as a new innovation amongst organizations in the Western cape of South Africa. The purpose is to examine the factors that influence adoption, specifically the lack of adoption of virtual call center. The study follows a qualitative approach and in-depth interviews were conducted with five organizations within the call center industry. The findings show that the virtual call center is still perceived as a new innovation that is yet to be successfully implemented due to, among other factors, the lack of trialiability and observability within the industry; technology readiness and data security concerns; organizational culture and the socio economic status of employees. The study has both managerial and policy implications.