THE PROGRAMME BENEFITS OF IMPROVING PROJECT TEAM COMMUNICATION THROUGH A CONTACT CENTRE

Authors

  • T J Bond-Barnard Graduate School of Technology Management, University of Pretoria
  • H Steyn Graduate School of Technology Management University of Pretoria

DOI:

https://doi.org/10.7166/24-2-460

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.

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Author Biographies

T J Bond-Barnard, Graduate School of Technology Management, University of Pretoria

Graduate School of Technology Management

Faculty of Engineering, Built Environment and Information Technology

H Steyn, Graduate School of Technology Management University of Pretoria

Professor in the

Graduate School of Technology Management

Faculty of Engineering, Built Environment and Information Technology

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Published

2013-09-06

How to Cite

Bond-Barnard, T. J., & Steyn, H. (2013). THE PROGRAMME BENEFITS OF IMPROVING PROJECT TEAM COMMUNICATION THROUGH A CONTACT CENTRE. The South African Journal of Industrial Engineering, 24(2), 127–139. https://doi.org/10.7166/24-2-460

Issue

Section

Case Studies