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News : Better Equipped Agents Mean Better Customer Service
Johannesburg, South Africa, April 5, 2016 -- Merchants, a South African contact centre partner, has installed a 39-seat contact centre simulation centre at the Harambee Youth Employment Accelerator premises. The objective of the centre is to simulate real-life contact centre scenarios to better equip the trainees for a work environment.
"We have been working with Harambee for almost five years now," says Jennifer Algie, people director at Merchants. Harambee, an organisation which sources, trains and places unemployed young people from disadvantaged backgrounds into first-time jobs, gives Merchants access to the 80% of potential candidates that the company would not otherwise have been able to reach.
"Harambee had identified various needs, they needed the simulation centre to assist with their work readiness efforts, but they also needed additional furniture to host the large numbers of trainees they have onsite."
Merchants partnered with DHK and Plessey to design and install the simulation centre and purchased 100 headsets for the trainees to use. Merchants also provided them with an additional 198 chairs for their chill area to better accommodate the trainees," she says. "Harambee had a small existing contact centre used to recruit trainees and we provided those agents with chairs specifically designed for contact centre operations to replace the uncomfortable chairs they had been using," Algie adds.
According to Dianne Woodward, Key Accounts Executive at Harambee, the simulation centre has been met with great excitement. "Merchants was the first employer outside of our five founding Yellowwoods employers to partner with Harambee. They have walked a long journey with Harambee and have played an instrumental role in assisting us with the knowledge and insights gained in the contact centre environment and the business process outsourcing or BPO sector.
Posted by Veronica Silva Cusi, news correspondent
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Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions and has a 25 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.
About Harambee Youth Employment Accelerator:
Harambee is a youth employment accelerator that was set up by a group of employers who were faced with the challenges of employing and keeping first-time workers. At the same time, they also wanted to address the high unemployment levels among young South Africans. Harambee is funded by the government Jobs Fund and works with over 50 large corporate employers across the country such as Hollard, Woolworths, Nando’s, Direct Axis, Ster Kinekor, Pink n Pay and Burger King. Harambee sources candidates from a large pool of young people with high potential but limited work experience, then assesses them and prepares them for possible work opportunities at the right employer in the area they live in. Research shows that if first-time workers are permanently employed for a full year, they have a better chance of sustained employment and career opportunities for the rest of their lives. Harambee unlocks the potential in young adults so that they are prepared for the working environment and have the confidence to succeed.
Published: Wednesday, April 6, 2016