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News : BPO Deal Aims to Create 900 New Jobs in Durban

#contactcenterworld, @careerboxsa

Johannesburg, South Africa, Sept, 2021 -- Durban’s business process outsourcing (BPO) sector is set to benefit, as a new deal aims to create 900 direct call centre jobs and hundreds of supporting jobs.

So says CareerBox, which partnered with CCI South Africa, to facilitate the BPO partnership with US-based company Metro. Formerly MetroPCS, Metro is a wireless company owned by telecoms giant T-Mobile. It provides prepaid wireless services to the US market.

CareerBox offers free training and skills development to unemployed young adults who wish to enter the BPO and contact centre industry. CCI is one of SA’s largest international contact centres, providing outsourced customer contact services.

In a statement, CareerBox says the Metro partnership putsSA on the map with the biggest players in the world, and has the potential to open doors for the wider industry and create tens of thousands of jobs.

Says Lizelle Strydom, MD of CareerBox: "Impact investing sets out to make a real, meaningful impact in the lives of people. Our partnership with CCI has proven that corporates and organisations such as ours can achieve big things if they share a common goal, which in our case is to improve the lives of underprivileged communities by creating jobs and giving young people a step-up to start long, fruitful careers.

"Metro is people-oriented; they want to make a meaningful impact in communities, which aligns with our vision. It’s not just direct contact centre agent jobs, there are career coaches, IT support, quality control and much more."

News of the partnership deal follows Webhelp’s August announcement that it will open its Durban office, resulting in the recruitment of 300 new people.

It also comes as the KwaZulu-Natal BPO industry begins rebuilding efforts following recent violent demonstrations in that province and Gauteng, coupled with rising unemployment rates.

CCI South Africa MD Peter Andrew believes the deal has the potential to change the BPO landscape. "We will be growing from 140 agents to 900, excluding the other supporting jobs, in the coming months. This will take the total to almost 1 500 jobs. That’s the initial opportunity, because depending on our success and performance, this could scale up to many thousands more jobs."

"Ultimately, all parties in this agreement were aligned on proving the success and sustainability of the impact investing model. This could well open many doors for other players in the BPO industry," adds Andrew.

The contact centre jobs are for incoming customer service, says Strydom. "This will do wonders for the confidence of the agents – they are free to write their own scripts within a broad framework. In essence, they will be selling the Metro brand to a US customer base through a South African lens.

"This is a huge opportunity to put South Africa on the map and tackle our unemployment problem," she says.

Andrew agrees: "This partnership, and its scalability, can show the world that we have the talent and resources in South Africa to compete with the best in the world in servicing a premier client."

#contactcenterworld, @careerboxsa

Posted by Veronica Silva Cusi, news correspondent

About Careerbox:
Company LogoCareerbox Recruitment and Training is an Impact Recruitment and Training provider for the Digital Contact Centre Sector. We provide Training, Development, Assessment & Moderation services including Training programmes in practical Contact Centre Workplace Ready skills for unemployed and inexperienced youth. Careerbox equips candidates with practical know how, skills and knowledge in their speed to competence programmes for either Web Chat, Voice (language, communication and accent neutralisation or Digital Skills.
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Today's Tip of the Day - Games Trainers Play

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Published: Monday, September 20, 2021

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2021 Buyers Guide Computer Telephony Integration

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

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