Call Centre Nucleus (CCN), an outsourcing contact centre service provider, has established an on-site Management Services division to train and support call centre operators.
The new business unit targets companies seeking management skills, training and quality assurance in their in-house call centre operations.
"Many companies have invested heavily in technology and have not achieved the return on investment they expected," says Kobus van der Westhuizen, head of strategic solutions at CCN.
"While initially these investment decisions were driven from a technology perspective, it is now the managers who have accountability for the call centre to deliver increased revenue generation, customer satisfaction and loyalty," says Van der Westhuizen.
The on-site team provides services such as management, training, staffing, process design and optimisation.
"Call centres need to be driven by a corporate strategy, a customer service strategy and well engineered processes that support those strategies."
He says the South African call centre market is worth about R6 billion annually, with over 1 000 in-house call centres operating around the country.
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