Mon - Fri 08h00 - 16h30    

The Impact Of A Call Centre On Communication In A Programme And Its Projects

Taryn Jane Bond-Barnard, Herman Steyn & Inger Fabris-Rotelli

Call centres are increasingly being utilised in public sector programmes to facilitate and manage communication between numerous stakeholders. Yet, the impact of call centres on projects has not been investigated. This paper reports on a survey with 92 respondents that assessed the impact of a call centre for a repair and maintenance programme. An empirically verified model is presented to illustrate the relationship between call centre communication and project performance. A balance of frequent informal and formal communication is shown to reduce mistrust and conflict of interest resulting from each party trying to maximise his respective economic position in the principal–agency relationship. The data provides evidence that a call centre improves the communication, collaboration and trust in project principal–agency relationships which, in turn, is perceived to contribute to project performance.

Keywords: Communication; Project communication management; Call centres; Principal–agency theory; Project performance

International Journal of Project Management. August 2013, 31.pp. 1006-1016.

Slide 1
Quick Links

The PPM is recognized by the following:

  1. PMI (Project Management Institute) – USA and Globally
  2. ECSA (Engineering Council of SA)
  3. SACPCMP (South African Council for the Project and Construction Management Professions)
  4. SACNASP (South African Council for Natural Scientific Professionals)
  5. PMSA (Project Management South Africa)

On successful completion of the PPM, suitable candidates may be eligible to apply for the professional designation of Project Manager (PM) conferred by Project Management South Africa (PMSA). PMSA is the SAQA recognized professional body representing the interests of project managers across sectors.

Contact Information

Simbulele Mtshotane

Course Coordinator

All Administrative Matters
+27 (0)12 434 2603
Mobile: +27 (0)73 760 7402
Send an email

Mpolokeng Rammutloa

Programme Manager

Prof Herman Steyn

Course Leader

All Academic Matters
Send an email

Copyright © 2024 University of Pretoria. All Rights Reserved.

Cookie policy

We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.

Cookie Policy