Call Centre Consolidation & Redesign, KZN Department of Transport

Single

unified point of contact created for all KZN transport enquiries

Multi-Platform

amalgamation of disparate call
centres across different systems

1 %

staff skills-assessed and trained for new consolidated roles

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The Story

When the KwaZulu-Natal Department of Transport needed to create a single point of contact for the public
on all transport matters, from accident reporting to approvals for building plans affecting roads, Ntiyiso
Management Consulting was brought in to conceptualise, design, and oversee the implementation of a
consolidated call centre that could replace multiple fragmented, incompatible systems.

The Challenge

The project required amalgamating call centres that ran on different platforms, with different rules and
processes guided by the nature of their individual service mandates, from emergency services to road
approvals. The new call centre also had to interface with the department’s back-end systems in real time
to process a far broader range of public queries than any individual legacy centre had handled.
Compounding the technical challenge was the people challenge: agents moving from narrow, specialised
roles into a much broader, more demanding function.

What We Did

Designed the new call centre from first principles, fit for purpose, not merely fit for amalgamation, with architecture built around the back-end systems from which information would be sourced

Developed a series of interface protocols to create harmony between the new system and each of the legacy call centres being decommissioned

Conducted a skills assessment for all call centre personnel to identify gaps between old and new role requirements

Developed training materials and a full rollout programme covering all skill sets for each new role

Trained trainers to deliver the programme and monitored training effectiveness to ensure staff were ready for their new roles

Wrote the RFP and assisted with the evaluation for appointment of the implementation service provider, based on Ntiyiso's design

The Ntiyiso Effect

The project succeeded, and in doing so, exposed inefficiencies in the department’s internal back-end
processes that the new call centre now had to interface with. This created a secondary mandate to realign
and optimise those processes, ultimately driving broader operational improvement across the department.
The skills of all call centre staff were substantially elevated, and their understanding of the department’s
business increased significantly as they moved from narrow, siloed roles into a more complete view of
public transport service delivery.