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Chris Morgan

Chris Morgan

Operational leader in call centre transformation.

Customer Service / Support

Johannesburg, City of Johannesburg Metropolitan Municipality

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About Chris Morgan:

As a leader in call centre transformation, I turned a youth learnership call centre into a service powerhouse. I led 200+ unemployed youth agents, increasing their program completion rates from 45% to 85% by developing and implementing BPO standard training. To scale this, I replaced manual processes with a bespoke CRM, which recaptured over 1,040 operational hours annually close on 43 days of reallocation to training and development. This strategic redesign not only reduced overall inefficiencies by 60% but also exceeded client SLAs, securing a critical R2M+ funding renewal and establishing a scalable model adopted by other NPO clients.

Experience

I have over 15+ years experience in call centres.

Education

completed a number of certifications 

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