Page 41 - KZN Top Business Women 2024

Follow your passion. It’s okay not to have

everything figured out from the start.

experience and grow within the industry.” For Nonhlanhla, in the industry.” Her company is also in talks with an
Founder,
understanding the struggles of her employees comes international client, which could lead to a significant
Diverse Intellectual SA (DISA)
naturally, having worked her way up from an agent to an expansion. “If all goes well, we’re looking at adding 400
executive. “I know what it’s like to be on the other side of seats to our operations by next December,” she reveals.
onhlanhla Makhubalo, known as Nonie in the the phone,” she says. “That experience helps me connect “That’s a big achievement for us, especially considering
Business Process Outsourcing (BPO) industry, is
Nthe founder of Diverse Intellectual SA (DISA). Her with my employees in a way that many executives might how difficult it can be to secure clients.”
not be able to.”
company is more than just a contact centre; it is a platform Looking to the future, Nonhlanhla has ambitious plans
for empowering women and unemployed youth. “At Despite her success, Nonhlanhla is candid about the for DISA. “I want to open more branches across South
Diverse Intellectual SA, we focus on providing call difficulties she has faced in her entrepreneurial journey. Africa, and maybe even internationally,” she shares. “We
centre services to both the domestic and international “When I started a few years ago, I thought I had it all are currently based in Durban’s CBD, but we’re exploring
markets,” explains Nonhlanhla. “We have worked with figured out because of my experience in the industry,” opportunities to expand to areas like Umhlanga and
well-known brands like Pineapple Insurance and MTN she admits. “But I quickly realised that running a business Ballito for strategic and security reasons.” Her vision for the
to name a few. We handle customer service, outbound requires much more than just industry knowledge. It’s company is not just about growth but also about creating
sales calls, and various non-voice services such as email about doing thorough research, understanding your a lasting impact in the BPO sector. “We are heading in the
and chat support.” clients, and being prepared for unexpected setbacks.” right direction, and I’m excited about what’s to come.”

With 13 years of experience in the call centre industry, One such setback came early on, when a major client Balancing her business ambitions with her personal life
Nonhlanhla’s story is one of growth and finding purpose disappeared after only three months. “I hadn’t done is another challenge Nonhlanhla navigates carefully.
in an unlikely place. “I used to be an introvert, someone enough background research on the client,” she reflects. “Do I even know what relaxing is?” she jokes. “When I
who never liked speaking to people,” she recalls. “But “It was a hard lesson, but it taught me the importance do get some time off, I spend it with my kids. My son
the call centre industry took me out of my comfort zone. of due diligence.” Another challenge has been hiring is four years old and full of energy, while my ten-year-
It was therapeutic in a way; helping others with their the right people. “Hiring can be tricky, especially when old daughter is into coding and wants to be the next
problems became a form of counselling for me.” people think they can take advantage of a black-owned, big gamer.” Spending quality time with her children is a
woman-led business,” she says. “I’ve had to be hands-on priority for her. “There will be times when I’m too busy
A Vision for Inclusivity to be with them, so I make sure that every moment we
in recruiting to ensure we get the right team members
Nonhlanhla’s vision for DISA goes beyond the who align with our values.” have together is special,” she says.
traditional call centre model. “We are aiming to create a Nonhlanhla is also aware of the stereotypes that come Nonhlanhla’s advice to other aspiring entrepreneurs is
more inclusive workplace by integrating services for the with being a black woman in the BPO sector. “Being simple yet profound: “Follow your passion. It’s okay not
hearing impaired,” she explains. “Our goal is to provide a woman as in any sector is tough before you factor to have everything figured out from the start,” she says.
opportunities for them in the non-voice sector, such in race,” she says. “That comes with its own set of “We are often told to be strong, but it’s also okay not
as handling chats, emails, and administrative tasks.” For challenges, but it also gives me the opportunity to show to be okay. Enjoy the journey, learn from your mistakes,
Nonhlanhla, inclusivity is not just a business strategy others that it is possible. We often shy away from private and keep pushing forward.” Her entrepreneurial journey
but a core value. “It’s about creating a space where sector opportunities, focusing instead on government is a testament to resilience, growth, and the power
everyone can contribute meaningfully, regardless of tenders. But there is potential in the private sector, and I of finding one’s voice—even in unexpected places.
their physical abilities.” “I never thought I’d be here, speaking openly and
want to be an example of what can be achieved.”
running my own business,” she reflects. “But if I can do
She also believes in the importance of uplifting the Future Aspirations it, so can others.”
community by providing employment and skills
development opportunities. “We’re not just a business; we Nonhlanhla’s efforts have not gone unnoticed. “One Nonhlanhla’s story serves as a source of inspiration for
are a bridge for people who are struggling to find work,” of my highlights was being recognised at the KZN anyone looking to build something meaningful. “It’s
she says. “By hiring the unemployed and training them Top Business Women event,” she says. “It’s an honour been a rollercoaster, but I wouldn’t change a thing,” she
in customer service, we are giving them a chance to gain to be acknowledged as a woman making a difference concludes. “This is just the beginning.”

Nonhlanhla MAKHUBALO | 39