Cape Town call centre operator The Phone Warehouse is doubling its recruitment drive, as demand for its UK principal`s telecoms services has surged and local investment pays off, says GM Wynand Schutte.
The Phone Warehouse is the local call centre operation of UK-listed Car Phone Warehouse, which earlier this year started its "TalkTalk" telecoms service to rival entrenched UK telecommunications operator BT.
Initially opened in April and then going operational in May, The Phone Warehouse was set up by Car Phone Warehouse as the call centre to support the TalkTalk service into the UK market. The British company is investing about R200 million into the local operation, which is one of 12 such centres located globally.
Schutte says The Phone Warehouse is doubling its recruitment drive to employ between 15 to 20 new employees per week and that it should reach its full complement in December, three months earlier than originally planned.
About 160 customer advisors plus a number of support staff are employed. By year-end this number should grow to just under 400 customer advisors.
"Our Cape Town investment has surpassed all the targets set, including the return on investment," Schutte says. "This also includes our staff`s relationships with the customers, including things such as empathy and time to answer calls."
As part of its recruitment drive, The Phone Warehouse is urgently seeking call centre managers and team managers, as well as customer advisers to support clients of Car Phone Warehouse with service requests like upgrades and bill queries.
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