26 June 2006

Passionate About KZN

BizWorks is a call centre situated in the Durban CBD, and has a very close partnership with KZNonSOURCE. “From abroad perspective, it’s great to work with an industry body that actively promotes and markets the region internationally,” says Willy Govender, CEO of bizWorks.

“KZNonSOURCE provides us with networking opportunities that are so important for us to make international contacts. From a logistics point of view, they have also helped us with obtaining visas and work permits for some of our UK clients. What’s great about KZNonSOURCE’s marketing drive is that it filters through prospective clients, ensuring that we are brought into contact with those who have already bought into the idea that KwaZulu Natal is the right location for them. After that, it’s up to us to help them understand why bizWorks would be the best partner in their offshore endeavours.”

Govender also says that an initiative such as KZNonSOURCE allows industry players to work together, leveraging the knowledge and expertise that each organisation brings to the table. “Although we are often competing for the same business, it is important for us as an industry to present a united front,” he says. “What is good for the industry in this region is good for individual businesses, and so working together has its advantages from a number of perspectives.”

Govender is firmly convinced that KwaZulu Natal has a lot to offer international clients that many other centres don’t. “From a voice neutralisation perspective, KZN has an advantage,” he says. “We also have a very large English-speaking base from which to draw agents, and the time zone we fall in is favourable, especially for European clients.”

He also believes that KZNonSOURCE’s involvement in the industry is a competitive advantage. “No other South African city has as much local government support for the call centre industry,” he says. “Our international contacts are often taken aback when they find out that KZNonSOURCE is a government agency and not a private sector broker. The eThekwini municipality is taking up the challenge to provide jobs and skills for the region, and through that commitment is succeeding in growing the local economy.”

BizWorks is also committed to improving the skills set of the region, and does so through its own skills development academy, where in-house training is offered to employees. “Every job we create helps create another two jobs further down the economic value chain, and we remain very aware of that impact,” says Govender. “We also believe that by having a diversified workforce, we offer clients a holistic solution to the call centre needs.”

Last year, bizWorks participated in a very successful learnership programme with the Services SETA, where 75 learners were engaged in a programme that saw 55 of them employed permanently at the company. “It is great to see learners work their way into permanent positions in company,” says Govender. “However, we still lack skills at management level, and that is one of the challenges we are addressing this year.”

Cheryl van der Merwe
Case Study Editor
CEO COMMUNICATIONS (PTY) LTD
Tel: (012) 663-4010, Fax: (012) 663-4184, Email: cherylv@ceomag.co.za