Exploring the implementation of knowledge management at a contact centre in Durban.

Abstract

ABSTRACT The knowledge management concept was introduced to the Contact Centre approximately eight years ago, therefore the study focused on the implementation of the knowledge management concept at SARS in Durban. The aim of the study was to understand the perception of knowledge management; the benefits and challenges of knowledge management, as well as the role that the leadership team played in the implementation of knowledge management. The research methodology chosen for the study was of a qualitative nature. This research methodology allowed for an interpretative approach that obtained an in-depth understanding of the implementation of the knowledge management concept. Data was obtained using semi-structured interviews conducted on a total of 20 respondents comprising of Management and Staff from the Contact Centre at SARS who had used the system for approximately eight years. Some of the common themes that emerged were quality, service delivery, customer service and communication. The study confirmed that the knowledge management concept was indeed implemented and sustained successfully, with minor improvement requirements. The research findings indicated that there was a positive perception towards how knowledge management was implemented and that there was an understanding with both leaders and staff that such a system is beneficial to the organisation. Some of the key findings noted were training and development, service delivery, customer service, technology, communication and the role of leaders. Some of the key recommendations indicated that learning styles need to be addressed since people learn and absorb knowledge differently. Social media management as a process enhancement could be implemented to improve service delivery and the taxpayer experience. Future research should focus on implementing the knowledge management concept in other divisions within SARS.