• Zandisile Ntlube
• Alan S. Pillay

This study investigates the quantitative dimensions of synergy within Shared Contact Centres (SCCs) and their impact on organisational performance in the South African public sector, specifically within the Eastern Cape Department of Health. The research aims to evaluate how SCCs contribute to strategic alignment, performance output, and customer value, thereby enhancing overall organisational effectiveness. A structured survey instrument was administered to 115 participants across public and private sector organisations in Eastern Cape Province. Data were analysed using SPSS Version 25, applying descriptive statistics, correlation analysis, and regression modelling to examine the relationship between SCC implementation and key performance indicators. Methodological rigor was ensured through data and analytical triangulation. The findings reveal a statistically significant positive correlation (r = 0.78, p < 0.01) between SCC synergy and improved organisational performance. Quantitative outcomes include a 32% increase in customer satisfaction, a 27% reduction in average call handling time, a 21% improvement in first-call resolution rates, and a 19% decrease in operational costs. Regression analysis further confirms SCC synergy as a strong predictor of strategic coherence and cross-functional collaboration (β = 0.65, p < 0.01). These results affirm the strategic value of SCCs in driving public sector transformation and support the development of a performance-based evaluative framework for their integration.

Synergy, Shared Contact Centres, Organisational performance and customer services

"Synergy in Shared Contact Centres: A Quantitative Methodological Review and Empirical Assessment of Organisational Performance in the Public Sector", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 10, page no.d468-d485, October-2025, Available :http://www.jetir.org/papers/JETIR2510366.pdf

"Synergy in Shared Contact Centres: A Quantitative Methodological Review and Empirical Assessment of Organisational Performance in the Public Sector", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 10, page no. ppd468-d485, October-2025, Available at : http://www.jetir.org/papers/JETIR2510366.pdf