UCT develops management expertise in SA call centre industry
The UCT Graduate School of Business (GSB) will run a programme from March 2008 to develop management expertise in the South African Business Process Outsourcing (BPO) and Contact Centre (CC) industry.
The Advanced Programme in Call Centre Leadership, launched in 2007, harnesses the knowledge of industry experts, explores the latest industry research and best practice, and involves enlightening industry visits to both in-house and outsource call centres.
The modular-based programme aims to develop the management skills of call centre team leaders and offers high potential call centre operators a stepping stone towards team leadership. It develops people both in terms of their personal mastery and in their business and management capability.
According to course director Cheryl Rae, the programme will help organisations to deliver exceptional and sustained value to their clients and other stakeholders.
Rae said the industry is seeing good growth – according to the Department of Trade and Industry, the call centre subsector for example has grown at 8% a year over the past four years and now employs 54 000 call centre agents.
“A good example of this growth is call centre company Dialogue, which serves five JSE-listed groups, four FTSE 100 clients and two Fortune 500 clients - it reported earlier this year that it had more than doubled the number of calls it handled in the six months to June, fielding 24-million calls and earning net profit of R6.7m,” said Rae.
The South African government also announced recently that it had approved six BPO applications from international firms that would bring into South Africa investments worth some R400million and create 9 000 jobs over the next three years.
“South Africa is still positioned strongly as a preferred BPO and offshoring destination for the USA and the European market and managers need to be immersed in up-to-date best practice, and versed in the needs of global clients and the broad management expertise they need to address these market demands,” she said.
The UCT GSB programme will cover a range of skills needed in the industry to enable personal and organisational success and growth, from increased self insight and self-motivation and the increased capacity to analyse and problem solve, to improved interpersonal and communication skills, the ability to motivate and retain staff, and the ability to build a customer centric focus.
The first of the programme’s three modules runs from 3rd – 7th March 2008 and the two others from 19th – 23rd May and 21st – 25th July.The modular basis of the programme means that delegates can both study and work at the same time, and that they will be able to immediately apply skills to the workplace.
Rae runs Cape Town based organisational development consultancy Cheryl Rae & Associates.
For more information on the programme, contact Junita Abrahams on (021) 406 1323 or abrahams@gsb.uct.ac.za. The website is www.gsb.uct.ac.za/callcentre.
Date Created: 2007-12-13 | Last Update : 2007-12-13 |
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