The aptly named Qhakamshela Contact Centre will improve the CDC’s capability to better respond to investor and other stakeholders’ queries, which will in turn greatly enhance customer service capability. Qhakamshela is a Xhosa word meaning ‘contact’.
From job and enterprise opportunities seekers, construction contractors, suppliers to prospective investors, the centre will allow the CDC to interact with its customer-base through a multichannel specially integrated solution based on SAP Customer Relationship Management (CRM) v4.0 and Avaya Telephony.
Accenture was responsible for the implantation of this greenfield site, based on SAP CRM (4.0) and the Avaya telephony solutions.
The Qhakamshela Contact Centre forms the hub of the CDC’s One Stop Investor Services Centre (OSISC), which is being planned as a total investment support service offering to prospective investors, to ease the process of locating and operating in the IDZ.
"This particular development in the unfolding implementation of the IDZ is in line with the CDC’s vision to develop a world-class IDZ in which an investor from anywhere in the world would want to locate. The solution is in itself world-class and provides an impressive array of functionality for the contact centre agent and thus enhancing the customer service capability,"
said CDC project manager: investor services Lionel Billings.
Billings said the centre lays a good foundation for the IDZ to attract investors who want to develop contact centres, but have not realised the potential of the Eastern Cape in this regard. The previous lack of contact centre evidence was a major impediment in attracting these investments.
The solution has the potential in future to cater for other multimedia communication channels including both a web call-back and a web-chat facility.
Another significant achievement for this project has been the participation of historically-disadvantaged individuals (HDI).
Throughout the execution of the project there has been over 60% HDI representation with over 45% women involvement. CDC has ensured local involvement in these high-end skills, engaging emerging companies like Amava Technologies and BITS in the development process to ensure skills transfer.
This provides a good basis for further growth.
