1887

n South African Journal of Industrial Engineering - The programme benefits of improving project team communication through a contact centre : case study

USD

 

Abstract

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.

'n Kontaksentrum word gebruik om kommunikasie in 'n nasionale program vir die herstel van Suid-Afrikaanse Staats infrastruktuur te fasiliteer en bestuur. 'n Belangrike vraag is hoe die program en die projekte binne die program baat by die kontaksentrum. Hierdie artikel bespreek die bevindings van 'n studie wat die gerealiseerde voordele van die verbetering van tussen-funksie-kommunikasie in die program deur middel van 'n kontak-sentrum kwantifiseer. Die resultate toon dat, deur die gebruik van 'n kontaksentrum, die projekspan se persepsie van effektiwiteit van kommunikasie, kwaliteit van aflewer-bares, dienslewering, en kliënt tevredenheid van die program drasties verbeter.

Loading

Article metrics loading...

/content/indeng/24/2/EJC144211
2013-08-01
2016-12-05
This is a required field
Please enter a valid email address
Approval was a Success
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error