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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
Source: https://www.itweb.co.za


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 - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, September 20, 2021

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2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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