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

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