British-owned The Evolution Group is investing R75 million in its South African call centre operations that are run by its subsidiary, The Dialogue Group.
This investment comes on top of various tranches made by The Dialogue Group during the past two years in developing its South African operations. These now include a 1 000-seat call centre in Cape Town and another of similar size in Johannesburg. A second Cape Town 1 000-seat centre is due to open in the CBD next year.
The re-organisation, planned to keep pace with the expansion and steady acquisition of new business, was announced today by chairman, Jason Drew, at the opening of Dialogue House on the Foreshore.
Marc Spendlove, international marketing director for The Evolution Group, says the R75 million will be invested almost immediately as part of the plan to grow the group`s activities.
As part of the restructuring process, The Evolution Group will hold two operating entities - The Dialogue Group and Interaction - and these will effectively compete with each other.
The Dialogue Group will now focus exclusively on customers operating in the areas of financial services, including banking and insurance, as well as on customer acquisition campaigns on behalf of domestic and international clients.
Interaction will focus on the hospitality, travel and healthcare sectors. It will also take on clients competing with those already serviced by Dialogue.
"Hopefully, over time each will develop its own unique set of skills and specialisations," Spendlove says.
The Skills Centre will continue to provide the training for entry-level call centre operators and agents on behalf of the industry and becomes a separate profit centre. The consultancy servicing in-house contact centres will operate as an independent entity.
Spendlove says The Dialogue Group has 22 clients split evenly between British and South African companies.
"That is the model that works very well for us and we plan to continue with it. It helps spread the risk and helps cushion us from exchange rate fluctuations," he says.
Drew says the restructuring has come at the cusp of a new era of growth for the South African contact centre industry, prompted by the deregulation of the telecoms sector. The amendments to the Telecommunications Act that end Telkom`s monopoly come into effect as from 1 February.
"From next year we will also be able to compete effectively on price. The new structure positions us for the continued growth we anticipate and is a very clear expression of our commitment to the South African industry," Drew says.
As part of the restructuring, Duncan Miller, formerly COO of The Dialogue Group, becomes MD. Andrew Planting becomes sales director. David Drew has been appointed MD of The Dialogue Group.
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