More to call centres than meets the eye

Tue, 30 Aug 2011

Call centre employees are moving away from the more traditional role of contact agents to performing a relationship building function as a company consultant and are required to handle clients and sensitive information, a shift that is spurring recruiters to attract the right people.

Complete call recording solution in a box

Tue, 19 Jul 2011

It has been established that call recording and voice logging technology is a business necessity in the fast-changing landscape that is placing increasing emphasis on corporate governance and legal compliance.Majuda Software Southern Africa offers an all-in-one enterprise call recording solution which has simplified call recording.

Nomzamo Ramutla:At the forefront of the contact evolution

Wed, 22 Jun 2011

Contact centres are an important part of many large organizations and the management of them has an important impact on how an organization is perceived by its customers and potential customers. Nomzamo Ramutla, who specializes in workforce management shares her experiences in this dynamic industry.

Merging compliance and service excellence

Mon, 13 Jun 2011

Human Resource departments are challenged to comply with new business legislation while still maintaining excellent levels of employee productivity and customer service, Majuda Software SA offers turnkey voice logging solutions that address legal compliance issues and also enable effective call centre agent evaluation and employee quality monitoring.

Outsourcing opportunities for Afrikaans speaking graduates

Thu, 25 Nov 2010

Local business consultants Barnstone have been making inroads into the business process outsourcing (BPO) space by providing work ready candidates for this market. Now they are up-skilling local Afrikaans speaking graduates to open opportunities for them as dutch speaking financial service advisors.

International contact centres to open in Cape Town

Tue, 17 Nov 2009

An international company, Teleperformance, is to set up two contact centres in Cape Town, which are expected to create 2000 jobs by 2012. The company expects the site to grow throughout 2010 to a potential of more than 1 000 seats.

Call centre makes business easier for investors

Sun, 18 Oct 2009

The investment call centre launched in Soweto will make doing business easier for both local and international investors, says Trade and Industry Minister Rob Davies. The Cheshire Home-based Call Centre is part of the department’s new strategy on investment promotion and facilitation.

Leveraging Lean Six Sigma in call centres

Tue, 18 Aug 2009

"Many functions in the Call Centre are essential, (and) Lean Six Sigma takes a fresh approach of looking for the root cause of the problems lying up stream of our essential call centre processes," writes Rick McCarthy and Alan Hockey.

Solving core business problems by listening to call centres

Mon, 03 Aug 2009

Call Centres are a function of everything that happens within an organisation. Thus separating a call centre from its business organisation may remove the vital link that enables operational improvement, writes Rick McCarthy and Alan Hockey.

Will you be ‘Fit and Proper’ by year-end?

Wed, 29 Jul 2009

“Some call centres have already taken steps for accreditation, which is reflected in the increased number of agents attending INSETA accredited training,” Karin Vermeulen comments. The deadline for FAIS compliance is 31 December, 2009.

Call centres: a scary work place?

Wed, 15 Jul 2009

"The first time I walked into a call centre I was blown away. Although absolutely electrifying for me, and certainly switching on an extra few brain wires, I immediately knew with certainty that this environment would be a recipe for disaster for about 20% of the population," writes Annemarie Lombard.

Tweets in the contact centre?

Tue, 26 May 2009

According to a report by Gartner, the uptake of web chat can reduce call volumes in a contact centre by 12%. This is significant, and would offer major savings for a company. However, only 18% of consumers have adopted the use of this service. Dave Paulding of Interactive Intelligence explains why.

Compliance will raise call centre standards

Fri, 15 May 2009

Call centres offering financial products need to comply with new regulations, and agents need to obtain accreditation this year in order to operate in the industry. "This will bring South Africa’s financial call centres on par with world standards through the additional disclosure and transparency required by legislation,” says Karin Vermeulen.