Fujitsu is one of several global companies using SA as its call centre hub.
The call centre, situated in Johannesburg, began operating in July and enhances the network of 22 call centres around the world. It has over 200 staff members who support 30 call centre operators, mostly previously disadvantaged people.
Andre Jacobs, call centre manager, says Fujitsu plans to position itself as a leading player in the call centre industry "by winning outsourcing contracts from overseas, both from Fujitsu and outside companies, as well as winning contracts in the South African markets".
"The call centre provides support for approximately 14 000 UK-based Fujitsu Services staff, in areas such as application software support like Microsoft Word, operating systems support, Outlook Express, Internet access and support on peripherals such as printers."
On an average day, the centre handles 250 to 300 calls, 150 to 200 e-mail queries and 150 outgoing calls.
"Key staff have been trained in the UK in terms of Fujitsu`s sense and respond procedure, and these managers work and provide support in the call centre," says Jacobs.
Each of the 30 agents has a minimum of a diploma or degree in IT and some experience in working in an IT environment.
"The key trends are that help-desks provide more than just call-logging," says Jacobs.
"The implementation of this process in SA is proving to be hugely successful and will now be available for local companies to benefit."
The centre houses the latest technology, including PC-based 'soft` phones running the BT application called Contact Central. "Data connection to the UK, where system servers are located, is via a 2MB undersea cable link."
The company believes the call centre hub will increase its business efficiency. "The call centre has proven to enhance Fujitsu`s productivity by eliminating the number of calls and recurring problems. The business strategy is to develop further help-desk opportunities, both within the Fujitsu Service UK group and locally."
Share
