Our Background

Lynnette Morris & Associates CC T/A The Skills Facilitator is a South African based service management consulting and training company. We have been in operation since May 2002 and have had extensive exposure within Africa, currently operating in over 16 countries providing consulting and training services to the fast growing contact centre (call centre) industry.

The Skills Facilitator prides itself on establishing long-term commitments with its clients by providing a performance enhancing solution, which is focused on meeting its client’s objectives. The solution may require a combination of performance improvement initiatives which range from analysis, fact-finding reports with recommendations, strategy and workshop sessions, setting of performance standards, coaching, training and assessments. These interventions allow us to address specific needs and ensure the most optimal use of our resources and the most cost –effective solution for you.

We believe that our experience within the service management industry and emerging contact centers throughout Africa provides us with a unique advantage to provide you with the most suitable solution.

The Skills Facilitator has extensive experience within contact centers across the various industries namely: telecommunications, banking, retail and manufacturing industries. Our exposure into Africa (Anglophone and Francophone) was started with the strong competition that faced the telecommunications industries; their contribution of more accessible telephony usage has introduced the need for more organizations to review their contact strategy, introducing contact/call centers allowing for more accessible forms of communication for clients.

Our approach enables us to achieve positive results for our clients as it is a total performance enhancing solution and never just once off or a training intervention. We utilise skilled and specialist consultants to support the delivery of our products and services. Our solutions that are proposed will use a combination of specifically designed methodologies, products and services.