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Nomzamo Ramutla:At the forefront of the contact evolution

Wed, 22 Jun 2011 11:06

There can be no doubt that South Africa’s contact centre industry received an invaluable boost when Nomzamo Ramutla joined the burgeoning sector, instead of pursuing a role in IT - the area in which she had studied. Some 10 years ago Ramutla found her first job in a contact centre, where she was responsible for quality assurance. She has never left the industry, which she admits inspires her passion and fires up her desire to see the sector grow.

The Early Days

In the early days of Ramutla’s varied and accomplished career, she was appointed to head up a provincial contact centre being set up by the Gauteng Department of Finance. This experience, while challenging, cemented Ramutla’s commitment to the industry and forms the basis of the enviable expertise she boasts in the day-to-day workings of a successful contact centre.

“The experience gained working as part of a team that built a contact centre from scratch, enabled me to grasp the fundamentals of an operation of this nature very quickly. I was involved in all aspects on call centre operations including quality assurance, scheduling, as well as the training of the inexperienced agents on my team,” explains Ramutla.

Having made a name for herself as a person who got the job done, and got it done well, Ramutla was soon snapped up by BPeSA (Business Process Enabling South Africa) and the City of Joburg for a joint initiative known as the BPO (business process outsourcing) skills hub. This skills development project sought to train previously disadvantaged matriculants in the art of being a call centre agent. When the funding mechanism for the project proved to be unsustainable, Ramutla’s sought after skills were soon put to good use by BPeSa on a consultative level.

Knowledge Sharing

As an expert in her field, Ramutla designed and developed a study, in conjunction with the City of Tshwane, on the opportunities that exist for cultivating relationships with the private sector in Gauteng, with specific reference to BPO.

A New Direction

It wasn’t long before Ramutla caught the eye of leading workforce management & productivity solutions brand Kelly, and as an integral part of the Kelly team she specialises in workforce management solutions within the contact centre environment. In her new capacity, Ramutla applies her vast operational knowledge in the contact centres where Kelly is a partner of choice. “I truly am passionate about what I do and enjoy spending time in our Clients enviornment, partnering with them in adding value to their environment.” expands Ramutla.

Ramutla goes on to add that she is embracing her new role and relishing the exposure she is receiving to different sectors and contact centres. “ I am really enjoying working under the banner of true workforce management specialists, Kelly.

Changing the Face of Contact Centres

“I am so pleased to see that contact centres are starting to get the positive attention they deserve, as an essential communication channel for many businesses across South Africa. Increased investments and technological advancements such as K-log have helped to make this industry soar,” concludes Ramutla.

With Ramutla at the helm, it is safe to say that contact centres will continue to experience this positive evolution. And Ramutla’s dream of establishing South Africa as a desirable BPO destination that rivals countries like India, is very soon to be realised.