KZN Department of Road and Transport

Project details

  • Date

     November 2, 2014

  • Client

     KZN Department of Road and Transport

  • Task

     Call Centre Consolidation and Redesign

  • Category

     Case Studies

The Solution

With vast amount of experience in the business Services that we have in the company, were able to choose an effective approach to the problem. Instead of paying much attention to the different call centre systems, we took a view to design the new call centre as if it was not an amalgamation of the existing ones, although the new design was informed by the services and information sources of the current ones. This allowed us to have the kind of call centre that is fit for purpose (and not just fit for amalgamation) in terms of the services and service levels. It also allowed us to design the new call centre around the back end systems from which information will be sourced to respond to or process service requests from the public.

To manage the diversity of the call centre’s that were to be replaced, we then worked out a method by which each of the individual call centre’s could be merged to the new design. This process effectively created a series of disparate interfaces between the new and the old call centre. Those interfaces served to create harmony between the new and the also.

With regard to the skills, the people that is, we did a skills assessment for each of the call centre personnel in order to identify skills gaps between the old skills requirements and the ones for the new call centre. Training materials and a rollout programme for the various skills sets for each of the new roles were developed. Trainers were then trained to deliver the training to the rest of the staff. Ntiyiso Consulting’s role in this regard was to monitor the effectiveness of the training that the personnel got ensure that they are ready to take over their new roles in the new call centre. Populating of the organisational structure for the new call centre was left to management to decide. However Ntiyiso Consulting did provide advice to management in this regard.

The Ntyiso Effect

The outcome of the project was not only a success, it also brought into question the effectiveness of some of the internal processes which the call centre had to interact with. This alerted the department of the need to re-aligning and optimize many of the internal processes, which would result in operational improvement.

The skills level of the personnel was improved significantly from the training material and programme we provided. Their understanding of the department’s business in its totality also increase significantly since they were now dealing with much broader issues/services than the individual call centre they had previously worked in.