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Introduction

The Institute of Research Management & Development (IRDM) is a capacity building research, development, management and training institution and an official partner of The Chartered Institute of Customer Management (CICM). Through this partnership IRDM promotes and advocates for service excellence by running Service Excellence Awards and offering customer service and call centre management training, enhancing professionalism, quality and performance in the customer services industry to meet international standards. We boast of a knowledgeable and highly experienced team in call centre and customer service training drawn from the Independent Contact Centre Consultants Association (ICCCA) which we are a member. We provide in house and offsite training customized to suite your organizational needs.

Services:

  • Customer Experience Management
  • Customer Relationship Management
  • Key Performance Indicators (Call Centre/ Customer Services)
  • Mystery Shopping
  • Team Building
  • Motivation Sessions
  • Contact Centre Management
  • Grooming and Deportment
  • Telephone Etiquettes
  • Contact Centre Technologies

Our practical and innovative programs equips you with tools to create customercentric experiences for the whole organisation, as well as a practical approach focused on global best practices and current trends.

Proposal

IRDM in partnership with CICM and ICCCA are proposing to conduct a training or refresher course for your staff on customer service which is differentiating factor in today’s highly competitive world. 

We would like to see the growth and flourishing of the organisation by introducing new market trends drawn from a wealth of experienced Facilitators. We also do call centre set ups, regardless of whether a Contact Centre is in its infancy, growing or existing concern, customers will  demand, and expect, a high level of service and support.

Eswatini References

    1. Standard Bank
      Current President of ICCCA Debby Webster has been in the Contact Centre, Service Management and Customer Service Industry for the last 26 years, with expertise ranging across the design, scooping, development, implementation, reengineering, management and operational running of Contact Centres. Through IRDM she was recently in Swaziland mentoring and coaching Standard Bank Contact Centre Staff, Receptionists.REF Contact:
      Standard Bank Service Manager
      Thuli Shiba
      shibat@stanbic.com
      7602 8236.
    2. Royal Swaziland Police
      Coaching and training on customer service to police officers in line with the decentralization of the police call centre to all Swaziland’s four Regions. Training was conducted at OSSU with all police stations represented.
      REF Contact:
      Police HQ Call Centre Manager
      Philile Mkhonta
      7605 7212
    3. Coverite Insurance
      Senior Managers Training
      Ref Mr Phinias Shingirayi
      76752475
    4. Eswatini National Fire & Emergency Services
      Senior Management Customer Service Training
      Ref: Chief Fire Officer
      2406 3131
    5. Lidwala Insurance
      Inhouse Customer Service Training
      Ref Mr Witness Msibi
      7602 2133
    6. Ombudsman (FSRA)
      Customer Service Training for the entire Department
      Ref Mr Sabelo Zwane
      2404 7653/ 2404 4464

International References

Name:JD Group   
Address:JD House, Siemert Road, Braamfontein
Nature of BusinessRetail
Project NameIT Service Desk – Assessment and implementation of World Class Service Desk
Project Length16 months – 2009 to 2011
Principal ContactNameGerrie van Niekerk
PositionIT Service Centre Executive
Contact0824465397
email gerrievn@eoh.co.za
Nature and Scope of AssignmentAssessment of existing IT Service Desk relating to people, process, technology and facilities. Process re-engineering of the IT and Facilities Service Desk. Development of RFP for telephony and CRM application. Evaluation of responses. Project management and involvement in the implementation of processes, procedures, IT – telephony and CRM and QA.

Coaching, mentoring of Contact Centre Management, skills transfer in relation to people management, training, coaching and mentoring, processes and procedures, reporting and technology.

UAT and go live. Hand holding and monthly audits for 6 months after implementation.
Name:Eskom (DeLoitte and Touché)
Address:Megawatt Park, Sunninghill
Nature of BusinessPower Utility
Project NameShared Services Service Desk – process reengineering and consolidation
Project Length6 months - 2011
Principal ContactNameRajen John
PositionShared Services Manager
Contact0824442970
Email Johnrb@eskom.co.za
Principal ContactNameLinda Seroka
PositionProject Manager
Contact0829284364
Email lseroka@deloitte.co.za
Nature and Scope of AssignmentProcess re-engineering of the HR and Finance Contact Centres for a Shared Services Facility. Consolidation of the 2 Contact Centres into new premises. Development of processes and procedures. Coaching, mentoring of Contact Centre Management, skills transfer in relation to people management, training, coaching and mentoring, processes and procedures, reporting and technology.
Name:Core Group
Address:1 Sandton Drive, Sandton
Nature of BusinessApple Franchise for South Africa
Project NameContact Centre and IT Service Desk re-engineering
Project Length9 months - 2012
Principal ContactNameAndrew Mundell
PositioniStores Executive
Contact0829241635
Email Andrew.Mundell@myistore.co.za
Nature and Scope of Assignment
Assessment of existing Contact Centre. Process re-engineering of the Contact Centre and IT Service Desk. Implementation of processes, procedures, telephony, QA and CRM. Coaching, mentoring of Contact Centre Management, skills transfer in relation to people management, training, coaching and mentoring, processes and procedures, reporting and technology, applications and training. Define CRM requirements, assess service providers and products. Presentation to Management of short list – pros and cons. Involvement in implementation of new CRM application.
Name:Tshwane Municipality
Address:Jean Avenue, Tshwane
Nature of BusinessMunicipality
Project NameContact Centre process re-engineering
Project Length9 months 2012 / 2013
Principal ContactNameMankiti Khaebana
PositionDirector
ContactEmail MankitiK@tshwane.gov.za
Nature and Scope of AssignmentProcess re-engineering of the Contact Centre, Development of Processes and Procedures, migration of external departments into the Customer Contact Centre. Development of Contact Centre specific Job Descriptions and KPIs. Implementation of Quality Assessments, daily, weekly and monthly operational reports. Presentation of reporting to senior management. Implementation of accurate telephone statistics and reporting, Wall Board dashboards. Recruitment of Deputy Director for the Contact Centre.

Coaching, mentoring of Contact Centre Management, skills transfer in relation to people management, training, coaching and mentoring, processes and procedures, reporting and technology.
Name:Consumer Goods Council of SA
Address:Hurlingham Office Park, William Nichol Drive, Bryanston
Nature of BusinessRegulatory Authority
Project NameContact Centre assessment and re-engineering
Project Length6 months 2013 / 2014
Principal ContactNameChris Havenga
PositionIT Manager
ContactEmail chris.havenga@gs1za.org
Nature and Scope of AssignmentAssessment of existing Contact Centre. Process re-engineering of the Contact Centre, Development of Processes and Procedures. Development of Contact Centre specific Job Descriptions and KPIs. Implementation of Quality Assessments.
Name:ID (Industrial Development Corporation)
Address:19 Fredman Drive, Sandton
Nature of BusinessIndustrial Development and Economic Growth
Project NameContact Centre assessment and re-engineering
Project Length4 months 2014
Principal ContactNameSonia Keulder
PositionExecutive
Contact(011) 269 3698
Email soniak@idc.co.za
Nature and Scope of AssignmentAssessment and process re-engineering of the Contact Centre. Development of Processes and Procedures.

Coaching, mentoring of Contact Centre staff in relation to processes and procedures, Quality, reporting and technology.
Name:YOA - Nigeria
Address:Nigeria
Nature of BusinessInsurance
Project NameDevelopment of Contact Centre Strategy
Project Length5 months 2014
Principal ContactNameLynnette Morris
PositionConsultant
Contact0832525154
Email lynnette@contactcentrecoach.co.za
Nature and Scope of AssignmentDevelopment of YOA Strategy related to the insurance market in Nigeria and the development of the Contact Centre Strategy aligned to the Vision of YOA.
Name:ABSA Bank
Address:ABSA City, Johannesburg
Nature of BusinessBanking
Project NameDevelopment of Sales Operating Model for the Insurance Division
Project Length5 months 2013 /2014
Principal ContactNameOren Drath
PositionConsultant
Contact0823346534
Email orend@cicero.co.za
Nature and Scope of AssignmentDevelopment of a Sales Operating Model, Campaign Management, alignment of technology with the operating model, reporting specifications.
Name:Liberty Life
Address:Braamfontein, Johannesburg
Nature of BusinessInsurance
Project NameAssessment of existing Contact Centre
Project Length2 months 2014
Principal ContactNameOren Drath
PositionConsultant
Contact0823346534
Email orend@cicero.co.za
Nature and Scope of AssignmentAssessment and recommendations on existing contact centre – People, Process, Technology and Facilities.
Name:Nespresso
Address:Freda Road, Bromhof, Johannesburg
Nature of BusinessRetail
Project NameContact Centre assessment and process re-engineering.
Project Length12 months 2014 / 2015
Principal ContactNameRichard Davidson
PositionCIO
Contact0825686444
Email richardd@nespresso-sa.co.za
Nature and Scope of AssignmentContact Centre assessment, process and technology reengineering, implementation of new CRM system, development of operational and management reporting, implementation of QA assessments, coaching and mentoring of management, training of Coffee Specialists, development of training material. Development of processes for CRM workflow, UAT, training.
Name:Afrimax/Vodafone Uganda
Address:Kololo Hill, Kampala, Uganda
Nature of BusinessTelecoms
Project NameDevelopment of a Contact Centre Blue Print for the first of 14 4G contact Centres in Africa
Project Length13 months 2014 / 2015
Principal ContactNamePhil Dungleson
PositionManagement Team Member
ContactEmail phil.dunglinson@afrimaxvodafonepartner.com
Nature and Scope of AssignmentDevelopment of Blue Print Contact Centre Plan for People, Process, Technology, Facilities. Develop policies and procedures, business process for the entire business, training and training material. Development of technology requirements (RFI) – telephony – involvement in selection process and implementation. Development of training programmes, coaching and training of staff on applications, QA, Assessments, Operational and Management reporting.
Name:University of Pretoria
Address:Pretoria
Nature of BusinessTertiary Education
Project NameAssessment of current Contact Centre with particular focus on telephony and reporting and QA.
Project Length13 months 2014 / 2015
Principal ContactNameKirsten van Niekerk
PositionDirector
ContactEmail Kirstin.VanNiekerk@up.ac.za
Nature and Scope of AssignmentSnapshotz assessment of current Contact Centre. Review of current telephony technology, assessment and re-engineering of reporting. Development of Processes for all University related enquiries into the Contact Centre. Development of QA processes, procedures and scorecards.
Name:MBD Credit Solutions
Address:Johannesburg
Nature of BusinessCredit Solutions
Project NameCompilation of Request for Information/Quotation for Contact Centre telephony dialler and associated peripherals.
Project LengthIn progress
Principal ContactNameRob Monteith
PositionDirector
ContactEmail Rob.Monteith@mbd.co.za
Nature and Scope of AssignmentCompile an RFI for the selection of a potential service provider for the provision of a telephony solution for a 2500 seat outbound contact centre. Select service providers who fit the criterial for the telephony solution and after sales service. Evaluate responses and put forward a recommendation for the selection.
Name:Mascom Botswana
Address:Gaborone, Botswana
Nature of BusinessTelecoms
Project NameAssessment of the current Contact Centre Operations.
Project Length1 Week September/October 2015
Principal ContactNameAsnath Mothibe-Breseno
 
PositionChief Customer Management Officer | Mascom Wireless
ContactAsnath.Mothibe-Breseno@mascom.bw
Nature and Scope of AssignmentAssessment and remedial recommendations for the current practices, processes and the technologies of the outsourced Contact Centre Operations with Orinoco.
Name:Mango5
Address:Cape Town South Africa
Nature of BusinessOutsource Contact Centre
Project NameAssessment of the current Contact Centre IT.
Project Length2 days October 2015
Principal ContactName Reinhardt Scholtz
PositionConsultant
Contact
Nature and Scope of AssignmentAssessment of current IT infrastructure and Contact Centre readiness for Inbound outsourcing , together with associated gap analysis and rectification recommendations.
Name:Stanbic Uganda
Address:Kampala
Nature of BusinessFinancial Sector
Project NameSupervisory and Management Contact Centre training
Project Length1 week October 2015
Principal ContactNameJosephine Nakato Kasacca
PositionContact Centre Manager
Contactnakatoj@stanbic.com
Nature and Scope of AssignmentContact Centre Supervisory and Management Training, Work Force Planning and Quality Assurance Training. Development of Job Descriptions, task analysis and KPIs, Skills Metrics, Workforce Schedules, Interview Scorecards, Operational and Management Reporting.
Name:Busy Internet Ghana
Address:Accra, Ghana
Nature of BusinessTelecoms
Project NameSupervisory and Management Contact Centre training
Project Length1 week October 2015
Principal ContactNameJosephine Nakato Kasacca
PositionContact Centre Manager
Contactnakatoj@stanbic.com
Nature and Scope of AssignmentContact Centre Supervisory and Management Training, Work Force Planning and Quality Assurance Training. Development of Job Descriptions, task analysis and KPIs, Skills Metrics, Workforce Schedules, Interview Scorecards, Operational and Management Reporting.
Name:Ministry of Home Affairs and Immigration, Namibia (Fevertree Consulting)
Address:Windhoek, Namibia
Nature of BusinessGovernment
Project NameProject Turnaround
Project Length2 weeks October and December 2015
Principal ContactNameJonas Alweendo
PositionDirector of IT
Contactjonas.alweendo@mha.gov.na
Nature and Scope of AssignmentAssessment of current operations and training for the IT Contact Centre and Back Office staff on Contact Centre, Customer Service and CRM utilisation.
Name:Orinoco Call Centre, Botswana
Address:Gaborone, Botswana
Nature of BusinessCall Centre
Project NameProject Turnaround
Project LengthOngoing
Principal ContactNameJerry Kediretswe
PositionOperations Manager
Contactkediretswe.sejewe@orinoco.co.bw
Nature and Scope of AssignmentImplementation of performance improvement initiatives through various interventions including training of all Call Centre and Back office staff.
Name:Ministry of Finance, Internal revenue, Namibia (Savant Consulting)
Address:Windhoek, Namibia
Nature of BusinessGovernment
Project NameContact Centre set up
Project LengthOngoing
Principal ContactNameDivinia Fernandes Esch
PositionOwner – Savant Consulting
Contactdivinia@savantconsulting.co.za
Nature and Scope of AssignmentDevelopment of HR requirements – Job Descriptions, Advertisements, Schedules, Operational Guides and Rules.
Name:First City Monument Bank
Address:Lagos, Nigeria
Nature of BusinessFinance
Project NameContact Centre Assessment and Training
Project Length42614
Principal ContactNameMbuela Lawawu
PositionOdilum Technologies Ltd.
Contactmbuela.luwawu@odilumtechnologies.com
Nature and Scope of AssignmentAssessment of current contact centre, CRM utilisation, Telephony and IVR, processes and procedures, job descriptions. Training of Consultants, Team Leaders, QA and Managers.
Name:Deloitte and Touche (BPaaS)
Address:Centurion, South Africa
Nature of BusinessFinance
Project NameContact Centre Assessment and Training
Project Length42614
Principal ContactNameMbuela Lawawu
PositionOdilum Technologies Ltd.
Contactmbuela.luwawu@odilumtechnologies.com
Nature and Scope of AssignmentAssessment of current contact centre, CRM utilisation, Telephony and IVR, processes and procedures, job descriptions. Training of Consultants, Team Leaders, QA and Managers.
Name:Abacus Insurance
Address:Johannesburg, South Africa
Nature of BusinessInsurance
Project NameAbacus Insurance Call Centre Implementation
Project LengthNovember 2016 - ongoing
Principal ContactNameGerrie van Niekerk
PositionSpecial Projects
ContactGerrie@abacus-insurance.co.za
Nature and Scope of AssignmentImplementation of a new outbound campaign Call Centre for the sale of Insurance Products. Job Descriptions, Advertisements, Interview Scorecards, Telephone Interviews for Team Leaders and Agents, Operations Manual, Training and Testing of CRM and Telephony (Campaign Dialler), handholding at go live.