MB Worksoft, the software and services division of JSE-listed MB Technologies, has formed a new company called Call Centre Academy, a company that focuses on call centre consulting, recruitment, training and development.
According to MB Worksoft MD, Mark Gilfillan, MB Worksoft identified four key areas of business when defining its strategy, namely, professional IT services; consulting; outsourcing; and training and education. He explains, "So far, the focus has been on outsourcing and IT consulting services. We only want to be involved in training if it`s very niched."
"Through our understanding of call centre environments, we came to realise that there was a massive opportunity in training for that market. We have formed Call Centre Academy in order to provide call centre training to both the general public (in terms of career development) and on a client-specific basis," he comments.
Call Centre Academy is headed up by Candy Kotze-Hayes and Michelle La Vita who previously ran The Career Corporation. The Career Corporation has been in existence for six years and focused exclusively on offering staff-related services to call centres. Kotze-Hayes believes that her strengths lie in management, strategic direction and human resource experience within service related industries. La Vita`s background in operations and call centres brings a hands-on and practical approach to the business.
Call Centre Academy offers many value-added services relating to the call centre environment, from consulting to recruitment, training and development. Some of the value-added services offered by Call Centre Academy include: customised training courses, call centre health audits, call centre personnel audits, "current" call centre agent training which trains agents to operate in today`s call centres; and "future" call centre agent training which focuses on skilling agents up to operate in the emerging technologically advanced call centres which feature interactive and multimedia call centres.
Candy Kotze-Hayes, MD of Call Centre Academy states, "MB Worksoft focuses on technology while Call Centre Academy focuses on the people. Through this partnership we create the perfect fit which generates a combination that is sure to increase the group`s bottom line".
Gilfillan concludes, "With Candy and Michelle I believe we have a talented and motivated management team who are going to provide a sought after service to their identified market. I look forward to their contribution to MB Worksoft`s success."
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