The Programme Benefits of Improving Cross-Functional Communication in its Projects using a Contact Centre.

Bond-Barnard, T. J. & Steyn, H. 

A contact centre (a.k.a. call centre) is used to facilitate and manage communication in a South African national programme to repair government infrastructure. An important question is how the contact centre benefits the programme and its projects. This study discusses the findings from a survey which quantified the realised programme benefits when the communication between team members in a programme was improved by utilising a contact centre. The results show that by using a contact centre to improve the communication between team members in the project, the project team’s perception of communication effectiveness, quality of project deliverables, service delivery and customer satisfaction of the programme dramatically increases.

SA Journal of Industrial Engineering. 24(2), 127-139.