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The programme benefits of improving project team communication through a contact centre

T.J. Bond-Barnard & H. Steyn

A South African national programme to repair government infrastructure uses a contact centre (or call centre) to facilitate and manage communication. An important question is: How does the contact centre benefit the programme and its projects? This study discusses the findings of a survey that quantified the benefits of the programme when the communication between team members in the programme was improved by using a contact centre. The results show that, by using a contact centre to improve the communication between project team members, their perception of communication effectiveness, quality of project deliverables, service delivery, and customer satisfaction of the programme dramatically increases.

South African Journal of Industrial Engineering 24 (2), 127-139

DOI: https://doi.org/10.7166/24-2-460

Website: https://sajie.journals.ac.za/pub/article/view/460

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