The original management and staff of Call Centre Academy, once a subsidiary of MB Worksoft, have broken away to establish an independent call centre training company under the name Contact Centre World of Learning.
Former Call Centre Academy MD Candy Kotze-Hayes says the move followed a group restructuring within MB Worksoft. She and her team have formed the Contact Centre World of Learning (CCWOL) as a new company based in Rivonia. The firm uses the NQF- and SAQA-aligned training it has developed and evolved in the team`s 10 years of call centre training experience.
"CCWOL`s methodology includes pre-evaluation, workshops, incubation, coaching and post-evaluation. Our key clients include Absa Direct, which recently won the 2002 CCNG (Call Centre Network)/Ask Afrika Call Centre Service Excellence Award," says Kotze-Hayes.
She adds that the company`s key clients have made the transition with the group - among them MTN, Standard Bank, Pharma Natura and Westcon.
"Dealing as we do with top South African businesses, we have seen call centres evolve to become an essential component of CRM [customer relationship management]," says Kotze-Hayes. "Top companies are wising up to the importance of their call centres, and are investing more in upskilling call centre staff."
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