The competition between call agents set to heat up

The various demands placed on call centre agents is set to change the role of agents in the workplace. Read about these and other factors that are shaping the sector.

Global call centre to service Shell’s customers, improve growth

Deputy President Phumzile Mlambo-Ngcuka has opened a global call centre that will service customers for the oil multinational, Royal Dutch Shell, and improve economic growth in the country.

The call centre's establishment – in part a result of government's efforts to boost business process outsourcing (BPO) operations – is designed to service Shell's customers in Belgium, Luxembourg and the Netherlands.

Complete call recording solution in a box

In a fast-changing business landscape that is placing increasing emphasis on corporate governance and legal compliance, Majuda Corporation has developed a state-of-the-art, fully compliant VoIP call recording and quality management system - literally “in a box”.

International contact centres to open in Cape Town

An international company, Teleperformance, is to set up two contact centres in Cape Town, which are expected to create 2000 jobs by 2012.

Teleperformance, a leading provider of outsourced contact centre services is to set up the first site in Cape Town’s Central Business District. The company expects the site to grow throughout 2010 to a potential of more than 1 000 seats.